---
title: Incoming calls
slug: voice-german/incoming-calls
docTags: 
createdAt: 2024-03-12T16:47:49.322Z
---

CTI Data Connector for Salesforce® offers a sophisticated caller identification.

Depending on the configuration, either the caller details are just displayed in the CTI Data Connector SoftPhone or a new TAB is opened and the lead, account or contact details are loaded.

•If the caller cannot be identified see [Assign a call (Smart Assign)](docId\:zdLxGPLxyQQVeMHzQF4ln).

•About the overall functionality of the [CTI Data Connector SoftPhone](docId\:J5cSqm4zZ21U6cp5fTNL6)

## Configuration - Only display caller info

To just display the caller data, configure in the [Softphone Layout](docId\:lrnxPGBTFRVkkM-xYrtdu):

•Screen pops open within: *New browser window or tab*

•Single-matching record: *Don't pop any screen*

You can at any time click on the Name to display the complete record.

**Salesforce Classic**

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![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/MDowjydsx8Ttpx7H0Eizi_image.png)
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A **green frame** indicates an** incoming call**. If the caller can be identified, the account name and contact / lead name is shown.













Additional fields to display are configured in the [SoftPhone layout](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/softphone_layout.html) , option:* If single Account, Contact, Lead found, display*
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**Salesforce Lightning**


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![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/JJec0-hh-Y6EnDlTQ8hCe_image.png)
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Incoming call in Lightning























Additional fields to display are configured in the [SoftPhone layout](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/softphone_layout.html) , option:* If single Account, Contact, Lead found, display*
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## Duplicate records

In case the same phone number is stored in multiple objects, all objects are listed in the sort order defined in the SoftPhone Layout.





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

Select a record. It is automatically assigned to the call (see configuration: [SoftPhone](docId:2XbXWaw9QLKEYvGdpq4NS)*)*

:::hint{type="danger"}
The sort order is only applied in Sales Classic but not in Service Cloud or Lightning
:::

## Configuration - Display caller info and open record in new TAB

To automatically load the caller details in a new TAB, configure in the [SoftPhone layout](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/softphone_layout.html)

•Screen pops open within:*New browser window or tab*

•Single-matching record: *Pop detail page*

A new TAB opens and the complete Lead, Account or Contact details are displayed.

## Configuration - Display caller info, open record in new TAB and create a new case

See: [Cases](docId\:at3BF3gbAsWV10t1SDJZZ) 

## Configuration - Display caller info, open record in new TAB and trigger a workflow

•see configuration: *Display caller info and open record in new TAB*

•in the Call Center Adapter set: [Incoming calls](docId\:Lo8W1xDM6pn0oVqt7uvNo)

•use [Validation Rules / Workflows](docId\:GP2Imx1gizOOFFpCy2egZ) to trigger the workflow