588 Chapter 23 Salesforce.com Integration
• Place callers on hold
To place a caller on hold, click the Hold button while on a call. Retrieve the call by clicking Retrieve
from Hold.
• Initiate conference calls
Initiate a conference call by clicking the Conference button while on a call. Your original call is placed
on hold while you connect to the new participant. Once you have connected, click Complete
Conference to place all parties on the same line. You can also initiate conference calls by using the
"Show agent availability" feature described above.
• Tag calls with Account Codes
Click on Show Account Codes to display a list of available Account Codes, then click on the account
code link that you want to apply.
• Set Make Busy codes (ACD agents only)
Click on the arrow in the agent state bar and select Not Ready for Calls. Select from the list of
available Make Busy codes.
• Set Wrap-up codes (ACD agents only)
When an external ACD call ends, select an appropriate Wrap-up code (also known as a Call
Classification code) from the Call Result list of the Current Call Log window.
• Attach comments to a call
During the call, type text into the Comments field. When the call ends, the comments are
automatically saved. Call log information can be accessed from either the recent calls area of the soft
phone or by clicking the Records tab and selecting Activity History.
• Edit completed call logs
Call logs are automatically created for all external calls an agent makes or receives. You can edit a
call log by clicking a link to the call in the Recent Calls area of the soft phone.
• Associate Salesforce records with a call
You can associate up to two records with a call. From the Name drop-down list in the call log area,
select the contact, lead, or person account record to associate with the call. If you want to associate
any other record type with a call, select it from the Related to drop-down list in the call log area.
• Look up phone numbers in your Salesforce Call Center directory
Look up a phone number by clicking the icon, typing all or part of the name for which you are
searching, and clicking Go. Click the phone number to enter it into your soft phone's dial pad.
• Choose how a call record is displayed
If an incoming call has only one associated record, you can choose to always open the record
automatically or never open the record automatically. This setting is configured in Setup=>Edit your
SoftPhone settings=>My SoftPhone Settings.
• View recent call activity
Access recent call activity by clicking on Last Call or My Calls Today.