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    Salesforce Click-to-dial Configurations
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      Salesforce Click-to-dial Configurations

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        Article summary

        This section deals with Salesforce Click-to-Dial. The settings in this section enables agents to click to dial a number on the softphone (only in Salesforce CRM integrations) and initiate a manual outbound call when they are in the Available State. You can select the type of agents that you intend allowing click to dial:

        1. Inbound agents - Select this to allow an agent handling inbound interactions to click to dial an outbound call.

        2. Outbound agents - ACOC - Select this to allow an agent on a non-tethered (ACOC) connection to dial an outbound call.

        3. Outbound agents - Nailed - Select this to allow an agent on tethered model to dial an outbound call. However, as soon as a Nailed Call is established, the click to dial facility is disabled - this helps the agent take other calls.

        4. Click Save.

        You have now completed the Configuration section. Proceed to the Call Variables section next.

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