Softphone

the unaric voice softphone allows you to manage calls, assign records, log notes, and initiate follow up actions within the salesforce interface how it works the unaric voice softphone is an on screen phone interface for managing voice calls that lives inside the salesforce utility bar as a component the unaric voice softphone displays incoming and outgoing calls on the left side of the screen it can also pop out into a new window or browser tab, depending on configuration for calls, you must be logged in to salesforce and at least one tab with the unaric voice softphone must be open the softphone will still answer calls even if you are navigating other web pages or working in other applications legacy browsers might require you to switch to the softphone tab while a call is active the language configured for your salesforce user is used for the unaric voice softphone limitations switching between tabs or different browser sessions while a call is active and synchronizing call information, such as call notes, is not supported in all browsers the unaric voice softphone has limited support for the old agent console interface once enabled, the unaric voice softphone appears in the footer of the lightning interface the layout and functionality closely resemble the softphone in service cloud console logged call activities are marked with a phone icon in the activity timeline call related details, including duration, direction (inbound/outbound), and call result, are recorded just like in classic and console views connection status the title bar includes an icon for help and connection status icon connection status ready for calls connection to cloud service and local connector established connection to cloud service but no connection lo local connector check possible errors no connection established check possible errors call status salesforce lightning has an extended title bar with information about the call status icon call status ready for calls incoming call outgoing call call ringing missed call minimize cti data connector softphone and drag to a second monitor (multi monitor support must be enabled) call screen salesforce classic salesforce lightning utility bar you can type in a phone note (comment) which is automatically saved in the activity history, including the call type (incoming / outgoing call) and call duration available languages unaric voice uses the language you selected in salesforce if a language not available in the unaric voice softphone is selected in salesforce, english is used the unaric voice softphone is available in the following languages chinese (simplified) chinese (traditional) danish dutch (netherlands) english finnish french (france) german italian japanese korean norwegian portuguese (brazil) russian spanish (spain) spanish (mexico) swedish thai