---
title: Internal Call / Phone Book
slug: voice-german/internal-call-phone-book
docTags: 
createdAt: 2024-03-12T18:12:35.559Z
---

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

### <u>Outbound internal call</u>

To make a&#x6E;**&#x20;outbound internal** call you can either type in the internal phone number or search b&#x79;**&#x20;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.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_a66785e5.png" size="52" width="546" height="582" position="center" showCaption="false"}

Only users with an a&#x6E;**&#x20;extension number&#x20;**&#x69;n the user record will be displayed in the internal phone directory search.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/internalcall-extension.png" size="80" width="561" height="108" position="center" showCaption="false"}

:::hint{type="info"}
To include users without a Salesforce license in the internal phone book search, add these users using &#x61;**&#x20;free chatter license**.
:::

### <u>Inbound internal call</u>

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

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_e401ec2e.png" size="48" width="200" height="167" position="center" caption="inbound internal call - no search" showCaption="true"}

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_3be3f7b2.png" size="42" width="199" height="250" position="center" caption="inbound call active - no phone note or follow-up task" showCaption="true"}

:::hint{type="info"}
By default, internal calls are not saved.
:::