Inbound call - API

For inbound calls you can specify to invoke either a visualforce page or a flow (Lightning only). The configuration is done in the SoftPhone Layout and it can be configured for

•No matching records (Caller ID is not found)

•Single-matching record (Contact, Account, Lead etc.) is found

•Multiple matching records (duplicate records are found)

The Visualforce page or flow is invoked using parameters where

•ANI = Caller ID

•DNIS = Called ID

•ID = record ID e.g. contact for single-matching record

•IVRID = ID typed in the IVR e.g. case number. Requires that ACD service is enabled.

For flows opening in existing tab as a pop-up, parameters may not be visible/accessible.