Custom phone numbers and custom objects

CTI Data Connector for Salesforce® allows you to add custom phone number fields in standard and custom objects and also include custom objects in the phone number search.

To dial from objects like opportunities or own custom objects there are 2 options:

•add a formula field which makes a reference to a phone number stored in leads, accounts or contacts (only outbound calls)

•add a custom phone field in standard or custom objects (outbound calls and phone number search for inbound)

You can add a custom phone number field to any standard object like contact or case. The phone number field can be used for outgoing calls and it will also be included in the search for incoming calls.

Create a field of the type Phone





•Write down the API name.

•Add the API name in the call center adapter, option. See Expert Settings

•In front of the API name the object name has to be added, e.g. contact.Phone_2__c

•In case there are multiple custom phone number fields use a comma to separate it.







In case you have own custom objects, e.g. insurance or patient record, you can add custom phone number fields. The phone number field can be used for outgoing calls and it will also be included in the search for incoming calls.



Create a field of the type Phone







•Write down the API name.

•Add the API name in the call center adapter, option:phone fields of custom objects and custom phone fields of standard objects

•In front of the API name the object name has to be added, e.g. Insurance__c.Business_Phone__c

•In case there are multiple custom phone number fields use a comma to separate it.







Now enable search for the custom object







The last step is to add the custom object in the SoftPhone Layout. The first field must be a field with a name, e.g. patient name. This field will be displayed in the CTI Data Connector SoftPhone and it is used for the call history.

















Note - Salesforce has disabled that functionality for security reasons in most setups.



A text formula can be used to add a hyperlink phone number field. This field can be used only for outgoing calls and the phone number search for incoming calls would still only search in the main object, e.g. accounts.



Create a formula field of the type text.















Add the following formula where account.phone is the phone number field you want to use to dial. In this example it is the phone number field from the account object. If you click on the button: Insert Field you can select all phone number fields which are available for this object.



This is an example how to add the account phone number in opportunities.



HYPERLINK("javascript:sendCTIMessage('/CLICK_TO_DIAL?DN=' + encodeURIComponent('"&(Account.Phone)&"') + '&ID=' + encodeURIComponent('" & Id & "') + '&ENTITY_NAME=' + encodeURIComponent('Opportunity') + '&OBJECT_NAME='+encodeURIComponent('"&Account.Name&"')+'&DISPLAY_NAME='+encodeURIComponent('Opportunity'))" , Account.Phone,"_self")



Explanation

Account.Phone = phone number which should be added to the object

Id = ID of the object where you want to add the phone number field. Can be retrieved with the button: Insert Field

Opportunity = name of the object where you add the phone number

Account.Name = name which is displayed in the CTI Data Connector SoftPhone when the call is active