Overview

You may have some questions about a user's calling preferences:

• Can Sales Reps or switch between computer-based and phone-based calling for different leads/records? Or does one of the two options need to be picked?
• If a user has selected “agent-phone” calling, will their calls always be routed via the agent's phone, when the phone is clicked on Salesforce or when a manual call is placed?
  • If so, will Salesforce (SFDC) still capture call data, as if it were computer-based calling?

Information

• If the agent has permission to modify his/her call preferences, then they would be able to switch between phone-based and computer-based calling.
  • They would have to make this change each time they want to make a call.
  • An admin/manager needs to first enable call preferences for users.
• If they select phone-based, for example, then all calls will be routed through their phone, till they change the setting back to computer-based (and vice-versa). This applies whenever a phone is clicked on SFDC or a manual call is placed.
• Call data will be captured and synced to the user’s SF account.