Handle Calls in Salesforce Agent

The voice control panel in Salesforce Agent (SFA) provides features you can use on a day-to-day basis. With the voice control panel, you can perform any function a tethered phone can. Salesforce Agent can handle phone calls (inbound, outbound, or callbacks) or work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

If you are logged in with Integrated Softphone, make sure you are using the Agent WebRTC Extension. It prevents connection issues, including calls dropping.

You can use keypad tones, place a call on hold, mute, record, mask, and disconnect a call by clicking the corresponding buttons on the agent voice control panel interface. In some cases, you click the corresponding buttons to stop the action when needed. If configured by your administrator, complete the task that populates in Salesforce regarding the contact after the contact ends.

CXone supports different kinds of callbacks:

  • You can schedule a callback either for yourself or any agent. This kind of callback is called a commitment.
  • If your organization uses Personal Connection with preview dialing, you can reschedule a call from the preview. This call then appears as a callback for you or for any agent in the skill

These callbacks appear to you as outbound calls and give you options for handling them.

A third type of callback only happens when your IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. is set up to enable them. The IVR can give callers the option to hold their place in queue and hang up. CXone call them back when it's their turn in the queue. These callbacks appear to you as an inbound call, but your only option is to accept or reject the call. If you reject it, the call goes to the next available agent. CXone also doesn't call the customer until after you accept the call, so you may not hear anyone right away. If you're not sure whether your organization uses this type of callback, ask your supervisor.

Conference/Transfer a Call

You cannot place a contact on hold during a conference call. You cannot mask a contact during a conference call. You cannot use Keypad Tones during a conference call.

Conference/Transfer to Another Agent

  1. Click the Agents icon.

  2. Find the agent you want to conference with or transfer the call to, and click the agent's name. If the current call is not yet on hold, Salesforce Agent prompts you to put it on hold.

  3. When the new call is connected, click the Conference icon to start a conference call or the click the Transfer icon to transfer the call to the new agent. If you're conferencing the call, both contacts are connected to you and everyone can hear each other. If you're transferring the call, both contacts are disconnected from your Salesforce Agent session.

Conference/Transfer to Another Skill

  1. Click the Skills icon.

  2. Find a skill and click its name to place a call to that skill. If the current call is not yet on hold, Salesforce Agent prompts you to put it on hold.

  3. When the new call is connected, click the Conference icon to start a conference call or the click the Transfer icon to transfer the call to the new skill. If you're conferencing the call, both contacts are connected to you and everyone can hear each other. If you're transferring the call, both contacts are disconnected from your Salesforce Agent session.

  4. Repeat the process to add additional skills to the call.

Conference/Transfer to a Manually Dialed Number

  1. Click the Add Call icon to initiate an additional outbound call using the keypad. If the current call is not on hold, Salesforce Agent prompts you to put the call on hold.

  2. Use the dial pad or your keyboard keypad to enter a phone number to dial. When the number is entered, the Dial icon turns green.

  3. Click the Dial icon. If you have only one outbound skill assigned to you, Salesforce Agent dials the call. If you have more than one, you must select an outbound skill to use for the call. When selected, Salesforce Agent dials the call.

  4. When the new call is connected, click the Conference icon to start a conference call or the click the Transfer icon to transfer the call to the dialed number.

  5. If you're conferencing the call, both contacts are connected to you and everyone can hear each other. If you're transferring the call, both contacts are disconnected from your Salesforce Agent session.

  6. Repeat the process to add additional people to the call.

Take Notes During a Call

  1. While handling the call, click Results. Use the Who drop-down to select any associated individuals, such as a contact or a supervisor, and the What drop-down to select any associated accounts, cases, or opportunities.

  2. Click Notes and type your notes about the contact or call. Salesforce Agent saves the notes when the call ends.

Place an Additional Call While Call Is On Hold

While handling a call, whether the call was inbound or outbound, or interrupted an email contact, you can place an additional call without ending your current call. An additional call must be placed to perform a transfer or conference call. The current call must be placed on hold before placing an additional call. Salesforce Agent prompts you to place the current call on hold if you do not do it manually.

  1. Place the current call on hold by hovering your cursor over the arrow in the colored part of the call control panel and clicking Hold.

  2. Click Add Call to initiate an additional outbound call using the keypad.

  3. Use the on-screen dial pad or your keyboard keypad to enter a phone number to dial. When the number is entered, the Dial icon turns green.

  4. Click Dial. If you have only one outbound skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, Salesforce Agent dials the call. If you have more than one, you must select an outbound skill to use for the call. When selected, Salesforce Agent dials the call.

  5. When the contact answers, both calls are listed in Salesforce Agent and you can control them independently.

Dial an Outbound Call with the Dialpad

  1. Click Dial pad and the Phone screen appears. Your Agent State status does not need to be set to Available to make an outbound call.

  2. Use the on-screen dial pad or your keyboard keypad to enter a phone number to dial. When the number is entered, the Dial icon turns green.

  3. Click Dial. If you have only one outbound skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, Salesforce Agent dials the call. If you have more than one, you must select an outbound skill to use for the call. When a skill is selected, Salesforce Agent dials the call.

  4. When the contact answers, you can use any of the options in the voice control panel interface to perform many basic call functions.

Using Click-To-Dial

Click-to-dial can be used with a High Volume Sales Cadence or to call a contact directly. It must be enabled in Salesforce by your administrator.

The Work Queue window in Salesforce Agent.
  1. Navigate to the Work Queue.
  2. Select the contact and click the phone icon to use click-to-dial.

The contacts initiated using click-to-dial will be captured by Salesforce Agent.