Inbound Calls

inbound call interface a green frame indicates an incoming call if the caller can be identified, the account name and contact / lead name is shown additional fields to display are configured in the softphone layout salesforce classic salesforce lightning d isplay caller information unaric voice offers sophisticated caller identification depending on the configuration, either the caller details are just displayed in unaric voice or a new tab opens and the lead, account, or contact details are loaded you can configure unaric voice to show caller information within the softphone panel without opening any additional screens when an incoming call is received, if the phone number matches a known record, the account name , lead , or contact name is displayed you can click the record at any time to view its complete information workflow graph td classdef teal fill #08496b,color\ white,stroke\ none,font family\ arial,font size 18px classdef matisse fill #1b7ea1,color\ white,stroke\ none,font family\ arial,font size 18px classdef diamond fill\ white,stroke #1b7ea1,color #08496b,shape\ diamond,font family\ arial,font size 17px classdef rectangle fill\ white,stroke #1b7ea1,color #08496b,font family\ arial,font size 18px a\["incoming call"] teal > b{"identify caller?"} diamond b >|single match| c{"person account?"} diamond c >|yes| d\[assign to contact] matisse c >|no| e\[assign to lead/contact/account] matisse b >|multiple matches| f\[show matches] matisse f > g\[user selects record] rectangle b >|no match| h\["anonymous caller"] matisse h > i{"assign manually?"} diamond i >|yes| j\[user assigns record] rectangle i >|no| k\[no assignment] rectangle configure caller information in the softphone layout settings set screen pops open within to new browser window or tab set single matching record to don't pop any screen to customize which fields are shown in the softphone, use the softphone layout option if single account, contact, lead found, display display caller information and open record in new tab you can configure unaric voice to automatically open the matching record in a new browser tab when a call is received to enable this feature in the softphone layout, et screen pops open within to new browser window or tab set single matching record to pop detail page