---
title: Custom Objects
slug: voice-german/custom-objects
docTags: 
createdAt: 2024-03-19T14:50:47.406Z
---

CTI Data Connector for Salesforce® can not only **search in custom objects** or custom fields, it can also **show a custom object record** for inbound calls.

There are 3 scenarios

•A phone number search is done in the **contact, account or lead** object and the **custom object should be opened** (scenario 1)

•A phone number search in the **custom object is done** and the **contact, account or lead should be opened** (scenario 2)

•A phone number search in the **custom object is done** and the **custom object is opened** (scenario 3)

## Scenario 1

A phone number search is done in the **contact, account or lead** object and the **custom object should be opened**

The **SoftPhone** will show the account, contact or lead details while the record which is opened, is the custom object.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/softphone-account-customobject.png)

:::hint{type="info"}
The call can be either assigned to the account or custom object but not both. The combination contact and custom object is possible.
:::

## Requirements

To be able to open a custom object when a call comes in, there must be a **relationship** between the custom object and an **account**, **contact** or **lead**. The relationship is defined with a** lockup** field.

The example below is an insurance object, where there is a relationship to account, contact and lead. Minimum requirement would be **one** relationship.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-insurence.png)

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-lookupfield-mod.png)

## Configuration

The following show record options can be configured, depending on the available lookup fields.

•Open latest custom object record of the account

•Open latest custom object record of the contact

•Open latest custom object record of the lead

To decide, which is the latest record, the **created date** of the record is used.

In Setup - > Object Manager -> **Mirage Call Center - Workflow**, edit the field **Show Record **field

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/field-show-record1.png" size="72" width="1130" height="340" position="center" darkWidth="1130" darkHeight="340" showCaption="false"}

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/field-show-record.png)

Add a value with a label like *Open latest Insurance record of the account. *The important definition is the **API name**. It requires the following logic

•ObjectName#\_#Account(LookupfieldforAccount) - example: Insurance\_\_c#\_#Account(AccountInsurance\_\_c) - > opens the latest custom object record where an account is linked

•ObjectName#\_#Contact(LookupfieldforContact) - example: Insurance\_\_c#\_#Contact(ContactInsurance\_\_c) - > opens the latest custom object record where a contact is linked

•ObjectName#\_#Lead(LookupfieldforLead) - example: Insurance\_\_c#\_#Lead(LeadInsurance\_\_c) - > opens the latest custom object record where a lead is linked

Then the newly configured fields will display in the Workflow configuration.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/configure-open-customboject1.png)

## Scenario 2

A phone number search in the **custom object is done** and the **contact, account or lead should be opened.**

The **SoftPhone** will show the **custom record details** while the record which is opened, is the **contact, account or lead.**

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/softphone-customobject-account.png)

## Requirements

To be able to open an account, contract or lead when a call comes in and the search is done in the custom object, there must be a **relationship** between the custom object and an **account**, **contact** or **lead**. The relationship is defined with a** lockup** field.

The example below is an insurance object, where there is a relationship to account, contact or lead. Minimum requirement would be **one** relationship.

In addition to that there must be a field from the **field type phone** (marked in green) to do the search.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-insurence.png)

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-lookupfield-mod2.png)

## Configuration

The following show record options can be configured, depending on the available lookup fields.

•Show account instead of custom record

•Show contact instead of custom record

•Show contact instead of custom record

In Setup - > Object Manager -> **Mirage Call Center - Workflow**, edit the field **Show Record **field

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/field-show-record1.png)









![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/field-show-record.png)

Add a value with a label like *Show Account instead of Insurance record. *The important definition is the** API name**. It requires the following logic

•Account(LookupfieldforAccount)#\_#Objectname - example: Account(AccountInsurance\_\_c)#\_#Insurance\_\_c

•Contact(LookupfieldforContact)#\_#Objectname - example: Contact(ContactInsurance\_\_c)#\_#Insurance\_\_c

•Lead(LookupfieldforLead)#\_#Objectname - example: Lead(LeadInsurance\_\_c)#\_#Insurance\_\_c

Then the newly configured fields will display in the Workflow configuration.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/configure-open-customboject2.png)

To **activate the search** in the custom object, you need to add the object in the SoftPhone Layout

Select: *Setup > AppSetup > Customize > Call Center >**** SoftPhone Layouts***

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-search.png)

To define the fields, which should display on the SoftPhone when a call comes in, select the custom object, here

**If single insurance contract found, display**

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_6322c13b.png)

## Scenario 3

A phone number search in the **custom object is done** and the **custom object is opened.**

The **SoftPhone** will show the **custom record details** and the record which is opened, is the **custom record.**

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/softphone-customobject-only.png)

## Requirements

To be able to do a search in the custom object, there must be a field from the **field type phone **(marked in green) to do the search. The Lookup fields are not required.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-insurence.png)

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-search-phonefield-mod.png)

## Configuration

To **activate the search** in the custom object, you need to add the object in the SoftPhone Layout

Select: *Setup > AppSetup > Customize > Call Center >**** SoftPhone Layouts***

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/custom-object-search.png)

To define the fields, which should display on the SoftPhone when a call comes in, select the custom object, here

**If single insurance contract found, display**

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_6322c13b.png)

In the Workflow configuration you can set the selection to **None **or other options like** Account instead of the contact. **When the phone number is found in the custom object, it will always display the custom object. If the phone number is found in the account / lead / contact it will use the *Show Record* definition.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/configure-open-customboject3.png)