---
title: Call Assignment
slug: voice/call-assignment
description: Assign incoming calls to the right agents automatically with Unaric Voice intelligent call assignment.
docTags: 
createdAt: 2024-03-12T17:00:22.164Z
---

## 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:

- During 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.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_9092452f.png" size="40" width="234" height="439" position="center" darkWidth="234" darkHeight="439" showCaption="false"}

### Incoming call

If 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.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/inbound-advancedsearch.png" size="80" width="1180" height="596" position="center" caption="Select the account or contact and the phone call will be automatically assigned to it." darkWidth="1180" darkHeight="596" showCaption="true"}

## Manual assignment

:::hint{type="warning"}
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.

::::WorkflowBlock
:::WorkflowBlockItem
During a call, navigate to the contact or account page.
:::

:::WorkflowBlockItem
Click **Assign **in the softphone panel.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_b0e5bf30.png" size="74" width="1100" height="461" position="center" darkWidth="1100" darkHeight="461" showCaption="false"}
:::

:::WorkflowBlockItem
The softphone will show the object information.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_a6b5b4bd.png" size="58" width="215" height="495" position="center" darkWidth="215" darkHeight="495" showCaption="false"}


:::
::::

### 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.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/inbound-advancedsearch-mod.png)

## Assign additional objects

You can associate the call with one additional object beyond the primary record.

1. Open or create an **opportunity**, **case**, or **custom object** while on the call.
2. Click **Assign** to associate it.
3. The call activity will be linked to the primary record and additional object (e.g., case or opportunity).
4.

:::hint{type="info"}
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  |

:::hint{type="info"}
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

::::VerticalSplit{layout="middle"}
:::VerticalSplitItem


![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_2188b1f5.png "Assign to an opportunity")
:::

:::VerticalSplitItem


![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_8f1c2b4b.png "Assign to case")
:::
::::

## 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

::::WorkflowBlock
:::WorkflowBlockItem
Click **Assign**.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/assign-warning1.png" size="26" width="188" height="433" position="center" darkWidth="188" darkHeight="433" showCaption="false"}
:::

:::WorkflowBlockItem
 The record will then show in black in the list of the assigned records.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/assign-warning2.png" size="26" width="199" height="408" position="center" darkWidth="199" darkHeight="408" showCaption="false"}
:::
::::

## Remove an assignment

To remove an assigned object, click the **Del** link next to the record in the softphone.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_b220d2c1.png" size="24" width="215" height="495" position="center" darkWidth="215" darkHeight="495" showCaption="false"}

## 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.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/assign-noassign.png" size="24" width="211" height="387" position="center" darkWidth="211" darkHeight="387" showCaption="false"}

## 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**:

1. Review the **Person Accounts** settings in the **Unaric Voice Softphone Layout**.
2. Ensure the layout supports the automatic reassignment behavior described above.