Service Cloud Console

you can use unaric voice within the salesforce service cloud console , with or without the interaction log some setup steps and behavior differ compared to standard salesforce lightning pages, especially when using the console view ui in the service cloud console, the unaric voice softphone is minimized in the lower right corner by default to open it, click the 📞 phone icon the softphone also opens automatically when a call starts incoming call calls are displayed in the softphone with a green frame if the caller is recognized the account loads in the primary tab the contact and case load in subtabs the softphone automatically displays the contact or account and assigns it to the call outgoing calls calls are displayed in the softphone with a blue frame on the right side of the screen when dialing from the account or contact list view the account opens in the primary tab the contact and case open in subtabs c ases integration the service cloud console is often used in environments that rely heavily on cases records, which are used to track and manage customer issues, inquiries, or requests how it works you can use unaric voice from the service cloud console —as well as sales cloud— to automatically create a case for an incoming or outgoing call the case is in edit mode and can be canceled if no case should be created display today's case automatically when the call starts to automatically create or open a case, it is mandatory that the caller can be identified as a contact or account if no record is found, you can manually select a contact or account and then the case is created automatically this functionality is not available for leads assign case to calls use the assign button to assign the case if the case is saved during the call , it is automatically assigned to the call when the call ends if the call ends before the case is saved save the case in salesforce click save in the unaric voice softphone to assign the call to the case if this step is skipped, the call will only be assigned to the account or contact, not the case outgoing calls when dialing from the account or contact list view, t he account will load in the primary tab while the contact and the case will load in a subtab assignment rules a call activity can be assigned to a contact and case a case only (no account or contact) a contact only a contact and account an account only interaction log the interaction log is a feature specific to the service cloud console it allows you to take notes separately from the unaric voice softphone however, due to its limitations, we do not recommend using the interaction log , since unaric voice already includes built in note taking the interaction log lacks support for record assignment and wrap up logic to enable the interaction log, see service cloud setup how it works you can click save log while the call is active never click save & new log during a call — use it after the call ends if call wrap up or call result options are enabled, select the result before clicking save & new log automatic logging (e g , auto create task) only works if save log is clicked while the call is active assignment to records (account, contact, case) is not supported through the interaction log multi monitor support unaric voice supports multi monitor setups in the service cloud console you can pop out the softphone and move it to another location on the same screen or a separate monitor use the pop out icon in the upper right corner of the softphone to drag it freely you need to enable multi monitor support in the service cloud setup