SoftPhone

Configure additional features for the CTI Data Connector SoftPhone.

Show phone note

Y = Yes, N = No. The phone note can be disabled in case no notes should be typed in (e.g. in combination with the interaction log)

Disable dial pad

Y = Yes, N = No. If set to Wenn Y, wird das Tastenfeld zur Wahl im CTI Data Connector SoftPhone nicht angezeigt

Option: Do not Save

Y = Yes, N = No. Option to not save one single call as an activity (e.g. for personal calls) - see details in CTI Data Connector SoftPhone

Show Follow-up task options

Y = Yes, N = No. If set to N, no follow-up task options will appear

Automatically create Follow-up task for incoming call(0-4)

This option allows to preselect a follow-up option as default for incoming calls

0 = no option is preselected

1 = Follow-up task is preselected

2 = Follow-up task + delete / complete today's task is preselected

3 = Open today's task is preselected

4 = New Event is preselected

Automatically create Follow-up task for outgoing call(0-4)

This option allows to preselect a follow-up option as default for outgoing calls

Available options see preselection for incoming calls

Follow-up task - today´s task - Completed instead of Delete

Y = Yes, N = No. If Y today´s task with be set to completed. N will delete today´s task

Copy phone note to Follow-up task

Copies the Phone Note into the follow-up task

Show detail page after call is answered

If set to yes, the contact or account details are only loaded when the call is answered. This is recommended as the call can be answered without having to wait until the contact is loaded in a new TAB and for hunt groups the contact only loads for the user who answered the call.

Option: Enable Blind Transfer

Y = Yes, N = No. Option to enable the blind call transfer - see details in Blind Transfer

Number of entries for call history

Set the number of records which are displayed in the call history list

Smart Assign

Y = Yes, N = No

•Yes (default) will automatically assign a record to a call once a user navigates to this record and there is no object assigned so far. Once an object is assigned it is not changed.

•No will only change the record when the Assign button is clicked to manually assign a new record

Details see Assign a call (Smart Assign)

Use Service Cloud with interaction log

Y = Yes, N = No

If you use the interaction log in the Service Cloud Console set this value to Y

Turn on Multi-Monitor support in Service Cloud

Allows to move the CTI Data Connector SoftPhone to another monitor or different screen area - see Service Cloud Console