586 Chapter 23 Salesforce.com Integration
Configuring soft phone layouts
Configuring soft phone layouts enables you to control the information that displays in the screen pop. Once
you have configured soft phone layouts, you can assign them to agents. Assigning customized soft phone
layouts increases efficiency by giving agents access to the most pertinent customer information.
To configure a soft phone layout
1. In Salesforce, click Setup=>Customize=>Call Center=>SoftPhone Layouts.
2. If you want to create a new soft phone layout, click New. Otherwise, click Edit to modify the current
soft phone layout.
3. If you are creating a new soft phone layout
• After Name, type a name for the soft phone layout.
• After Select Call Type field, select the type of call that applies to the soft phone layout, either
Inbound or Outbound.
4. In the Display these call-related fields section, click Edit.
5. To add, remove, or change the order of call-related fields, select each appropriate call-related field in
the Availabl e or Selections boxes and click Add, Remove, or Up or Down.
6. In the Display these Salesforce Objects section, click Add/Remove Objects.
7. To add, remove, or change the order of objects, select each appropriate object in the Available or
Selections boxes and click Add, Remove, or Up or Down.
Selected objects display in a list below the Available and Selections boxes.
8. For each selected object, after If single <object> found, display:, click Edit.
9. From the Availabl e or Selections boxes, select the field(s) you want to display in the soft phone
layout if a single record for the object is found.
10. Click Add, Remove, or Up or Down to move the field(s) to either the Available or Selections box
and to change their order.
11. Click Save.
NOTE: If you want to configure soft phone layouts for both inbound and outbound calls, you must do
so separately.
To assign a soft phone layout to an agent
1. In Salesforce, click Setup=>Customize=>Call Center=>SoftPhone Layouts.
2. Click SoftPhone Layout Assignment.
3. From the drop-down lists, select a soft phone layout for each agent.
NOTE: The list of agents only includes those who have been added to a call center.
4. Click Save.
Using the soft phone with Salesforce
This section explains how to log into your soft phone and discusses operations that you can perform once
logged in.

Logging into your soft phone

You must first log into Salesforce and then log in separately to your Salesforce soft phone to use it in
Salesforce Call Center Edition.
NOTE:
• The soft phone is located in the left pane of the Salesforce user interface and appears only when you
are assigned to a call center in Salesforce.
• You can verify Salesforce.com Integration installation by looking at the system tray on your computer.
If the icon is displayed, Salesforce.com Integration is open.
• If all of your Salesforce licences have been used and you attempt to log into your soft phone, you will
be unable to do so.