Overview

You want to know if calls get queued, cached or saved to be synchronized later or the call won't appear in the CRM even after connecting.

Information

If you have an phone call task that didn’t sync to its proper record, an orphaned phone call will be created once the sync with the CRM is completed.

• More information about this can be found in the Making Calls In Playbooks KB Article.

Call tasks that aren’t related to a record can be manually updated to be adopted by the appropriate record in Salesforce. Phone call tasks can be edited manually after they have been logged to Salesforce. If you are unable to edit your task once it’s been logged, please work with your CRM administrator.

To adopt an Orphaned Task, complete the following steps:

1. Open Salesforce.
2. Navigate to the Tasks.
3. Locate the orphaned task.
4. Click on the pencil icon to the right of Related To or Name field.
5. Update with the corresponding account/contact.
6. Click Save.