Receiving calls

Who should read this article: All users

Use Agent Panel in Salesforce to receive inbound calls.

Use Case: Receiving an inbound call in Salesforce

The Voiso Salesforce integration lets you receive phone calls from your contacts without leaving Salesforce.

To receive contact center calls routed to your account, launch the Voiso Phone (Agent Panel) in Salesforce by clicking the Voiso Phone icon in the Salesforce Utility Bar.

Sign in to your Voiso account in Agent Panel and set your status to Available. Doing this tells your contact center inbound calling queue that you are ready to receive calls.

When a call rings in Agent Panel, click the Answer icon to connect to the call. When the call connects, Voiso screen pops the contact record in Salesforce.

After you complete the call, you can access the Call History in your task list.

This short video shows you the basic steps of how to answer and handle a call.