Softphone Layout

You can define, which fields should be displayed on the CTI Data Connector SoftPhone. This definition can be done with different settings for internal, inbound and outbound calls. You can not only display the name of the caller but also information like VIP status, turnover, service level agreement, language or other information.

Select: Setup > AppSetup > Customize > Call Center > SoftPhone Layouts

Display call related field

You can display for inbound, outbound and internal calls different fields and objects.

•Caller ID and Called ID is always supported.

•Queue only for some phone systems

•Segment is not supported





Define where to search



Define where to search. The search will be done in all phone number fields of the defined objects including custom objects. It also defines the sort order in case multiple records have the same phone number (search result list).

Select fields for CTI Data Connector SoftPhone

Select the fields which should appear on the CTI Data Connector SoftPhone. You can do the configuration for in- and outbound calls separately. Never remove the first field (name).

Show incoming calls

Incoming calls can be shown in a new browser window or tab or open in the existing Browser window.

No matching records

In case the phone number is not found this action is processed. The default is that nothing happens (just call is signaled with the phone number). It is possible to create e.g. new Lead, Contact or Case. The phone number is automatically inserted in the new record (only for Lead, Account or Contact).

Phone number stored multiple times (duplicate records)

You should configure: Multiple-matching records: Pop to search Page. If the same Caller ID is stored in multiple Accounts or contacts you get a list of all records.

See also: Call Center - SoftPhone

If you want to work with cases and assign a call to a case, you have to add the Case object for incoming and outgoing calls in the SoftPhone Layout.

Configure Cases - Step 1

Click on: Add / Remove Objects and select the Case object. Then ensure that the Case Number is displayed in the CTI Data Connector SoftPhone.

Configure Cases - Step 2

If you are working with the Person Account setup, you have to add Accounts and Contact in the SoftPhone-Layout for inbound and outbound calls so that data from Person Account is included in the phone number search.

The object person account is not required.

Configure Person Accounts

To configure internal calls, you have to define the length of internal phone numbers in the configuration wizard

Within the SoftPhone Layout, select the call type: Internal

The next step is to assign the object, which should be used for the search. Select: User

The search within users will work for the fields Phone and Extension, but not for the field Mobile. Although it is possible to search in contacts, the search will provide wrong results - e.g. extension 212 calls and this would find an address with the phone number 212.827.1991

The calls are saved as an activity with the call type: Internal Call

Configure internal calls

Visualforce Pages and Flow

How to use Visualforce pages and flows see Inbound call - API

After configuring the layout, you have to assign the layout. Click on the button: SoftPhone Layout Assignment

Now assign your layout to the user profiles.