Internal Call / Phone Book

An internal call is identified by the length of the phone number.

To make an outbound internal call you can either type in the internal phone number or search by first or last name. A search in the Salesforce user list (internal phone book) is done. This option is only available if there is no active call.

The search result shows

•User Name

•User extension

•User presence state (if enabled). If the presence state for this user is disabled, a grey icon is displayed)

•User profile image

The presence state is shown next to the name.

Only users with an an extension number in the user record will be displayed in the internal phone directory search.

It is always signaled so that the call be answered within the CTI Data Connector SoftPhone. The internal call has the following restrictions

•A phone note, call wrap-up or follow-up options are not available

•For inbound call no phone search is done