Call Assignment

smart assign smart assign automatically associates calls with relevant salesforce records it works during both inbound and outbound calls and can be configured to assign calls based on where the interaction occurs or when the data is retrieved from caller id the automatic assignment is active d uring a phone call after a call ends, until you click save when the save button is clicked (console applications and lightning) outgoing call when you initiate a call from a salesforce record (e g , a lead or contact ), the call is automatically assigned to that record this ensures activity history is linked directly to the record from which the call originated incoming call i f the caller id matches a single record in salesforce, the call is automatically assigned to the corresponding lead , contact , or account in turn, if the phone number appears in multiple records (e g , a shared main office number), a list of matching records is shown you must select the correct contact to complete the assignment once selected, the record is automatically assigned to the call manual assignment you cannot assign calls to account contact relationship objects if needed, you can assign a call manually from the unaric voice softphone the call will be linked to the active record on screen and the softphone will display the contact or account details during a call, navigate to the contact or account page click assign in the softphone panel the softphone will show the object information duplicate records if a phone number is associated with multiple records (e g , multiple leads or contacts), unaric voice displays a list of all matches the sort order is defined in the softphone layout this sorting applies in salesforce classic , but not in salesforce lightning or service cloud to assign a record to the call, select the desired record from the list it will be assigned to the call assign additional objects you can associate the call with one additional object beyond the primary record open or create an opportunity , case , or custom object while on the call click assign to associate it the call activity will be linked to the primary record and additional object (e g , case or opportunity) to assign calls to custom objects , make sure track activities is enabled in setup > object manager > \[custom object] > details assignment rules and limitations primary record additional assignment allowed? lead ❌ no additional objects contact ✅ one additional object (opportunity, case, etc ) account ✅ can assign a contact, but no additional object if automatically assign a call is activated, the record is automatically assigned you can not assign a call to the account contact relationship object (one contact assign to multiple accounts) ui example working across accounts if you navigate during a call to a record associated with a different account, the record is shown in red to assign it to the call, click assign once assigned, it turns black in the list of assigned records ui example click assign the record will then show in black in the list of the assigned records remove an assignment to remove an assigned object, click the del link next to the record in the softphone no record assigned if a call is not assigned to any record (e g the caller was not identified), a warning message will be displayed in the softphone person accounts when person accounts are enabled, unaric voice uses a specific logic to ensure accurate call assignments a person account is essentially a hybrid object —treated as both an account and a contact—which requires special handling during voice interactions how it works outbound calls initiated from a person account (account object) are automatically assigned to the associated contact record if an account is selected—either manually or automatically—during the call process, it will be reassigned to the linked contact this behavior ensures that activities and related records are consistently logged under the correct contact, even when interacting with an account style view by assigning the call to the contact instead of the account you maintain compatibility with features that depend on contact based activity history you can still assign a related to object—such as a case , opportunity , or custom object —to the call configuration to enable person accounts review the person accounts settings in the unaric voice softphone layout ensure the layout supports the automatic reassignment behavior described above