Configuring a softphone layout

Last Updated : Jan 23, 2024 |

About this task

Configure a softphone layout to define which call-related Salesforce fields and objects Avaya Workspaces for CRM displays to agents. To configure the softphone layout, you must create a softphone layout definition. Configure the softphone layout for inbound, outbound, and internal calls within the softphone layout definition. You can define the order in which Avaya Workspaces for CRM displays call-related Salesforce fields and objects to agents.

Procedure

At the top of the Salesforce home page, click .
In the pop-up window, click Setup.
On the Setup page, go to Feature Settings > Service > Call Center > Softphone Layouts.
Сlick New.
In Name, type a name for your softphone layout definition.
Optional To make this the default softphone layout definition, select Is Default Layout.
In Select Call Type, select Internal, Inbound, or Outbound.
To configure the softphone layout for the call-related fields, in the Display these call-related fields section, click Edit and do one of the following:
- To add a field to the softphone layout, in the Available section, select the required field and click .
- To remove a field from the softphone layout, in the Selections section, select the required field and click .
- To change the order in which Avaya Workspaces for Salesforce displays a field, in the Selections section, select the required field and click or .
Avaya Workspaces for CRM displays a call-related field in the agent's softphone if a valid value for this field is available. For example, if you add the Caller ID field to the softphone layout for outbound calls, Avaya Workspaces for CRM does not display this field.
To configure the softphone layout for the call-related objects, in the Display these salesforce.com objects section, click Add / Remove objects and do one of the following:
- To add an object to the softphone layout, in the Available section, select the required object and click .
- To remove an object from the softphone layout, in the Selections section, select the required object and click .
- To change the order in which Avaya Workspaces for CRM displays an object, in the Selections section, select the required field and click or .
To configure the softphone layout for instances where Avaya Workspaces for CRM finds a single record for the required object, in the If single <Object> found, display sections, click Edit and do one of the following:
- To add a field to the softphone layout, in the Available section, select the required field and click .
- To remove a field from the softphone layout, in the Selections section, select the required field and click .
- To change the order in which Avaya Workspaces for CRM displays a field, in the Selections section, select the required field and click or .
To configure the softphone layout for the remaining call types, repeat steps 7 to 10.
At the top of the Softphone Layouts page, click Save.