--- title: Softphone slug: voice/softphone description: Use the Unaric Voice softphone to make and receive calls directly from any Salesforce page without leaving the platform. image: https://archbee-image-uploads.s3.amazonaws.com/10Nod6Ww95R3dPr0k0TCJ/MSGw0qurlLpG80S4uFtGb_unaric-voice-1.png icon: {"lucideIcon":"BookHeadphones"} createdAt: 2025-06-25T15:21:16.000Z --- 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**. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_d615ceb4.png" size="62" width="429" height="96" position="center" darkWidth="429" darkHeight="96" showCaption="false"} - 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. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/softphone-titlebar.png" size="34" width="211" height="34" position="center" darkWidth="211" darkHeight="34" showCaption="false"} | **Icon** | **Connection status** | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------- | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/connection_status_connected_32.png" alt caption size="50" width="32" height="32"} | *Ready for calls*. Connection to Cloud Service and local connector established. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/connection_status_3_32.png" alt caption size="50" width="32" height="32"} | *Connection to Cloud Service but no connection lo local connector*. Check possible errors | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/connection_status_32.png" alt caption size="50" width="32" height="32"} | *No connection established*. Check possible errors. | ### Call status Salesforce Lightning has an extended title bar with information about the call status. | **Icon** | **Call status** | | -------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_acc86396.png" alt caption size="50" width="30" height="37"} | Ready for calls. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_fb29e3b6.png" alt caption size="50" width="27" height="32"} | Incoming call. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_060de670.png" alt caption size="50" width="28" height="29"} | Outgoing call. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/icon-ringing.png" alt caption size="50" width="30" height="31"} | Call ringing. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_22fa317f.png" alt caption size="50" width="29" height="31"} | Missed call. | | :inlineImage[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_16ae1789.png" alt caption size="50" width="65" height="31"} | Minimize CTI Data Connector Softphone and drag to a second monitor (Multi-Monitor Support must be enabled). | ### Call screen ::::VerticalSplit{layout="middle"} :::VerticalSplitItem **Salesforce Classic** ![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/incoming-call-ring-alisa.png "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 , option: If single Account, Contact, Lead found, display.") ::: :::VerticalSplitItem **Salesforce Lightning** ![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/obB_WTxfjYTswpeKMVqNP_image.png "Header of CTI Data Connector SoftPhone (Lightning only) Incoming call in Lightning Additional fields to display are configured in the SoftPhone layout option: If single Account, Contact, Lead found, display") ::: :::: ### Utility bar ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/aHFPRnYwPW45dHAD4qhsQ_image.png" size="48" width="291" height="60" position="flex-start" caption="Utility bar: An icon shows the status of the call and the presence state (if configured)" darkWidth="800" darkHeight="165" showCaption="true"} 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*. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/call-active.png" size="40" width="200" height="511" position="flex-start" caption="A blue frame indicates an outgoing call. Subject line of task. Can be configured in Call Center Adapter, Save call as a task" darkWidth="200" darkHeight="511" showCaption="true"} ## Available languages :::hint{type="info"} 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