Using Click to Dial
Use Click to Dial to initiate an outbound call to a telephone number or link within the Salesforce CRM. Contacts that are eligible for a Click to Dial call appear as hyperlink. Clicking on the hyperlink triggers a work offer to your toolbar which initiates the outbound call to the selected contact. If Auto Answer is disabled in the Click to Dial flow, you must accept the work offer in the toolbar before the call is initiated. If Auto Answer is enabled, the work offer is automatically accepted and the call is initiated.
Before using Click to Dial, your tenant needs to be configured with an outbound dispatch mapping and a Click to Dial flow.
To initiate a call using Click to Dial:
- Click on a contact in the Salesforce CRM.
An incoming call is made to your toolbar. This is the work offer that will trigger the outbound call. - If applicable, accept the incoming call on your toolbar.
Once the call is accepted, you are placed on hold and the outbound call is initiated. When the outbound call is answered, you are removed from hold and connected with the call.
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Complete this step only if Auto Answer is disabled in the Work Offer object in the Click-to-Dial flow. If Auto Answer is enabled, then you aren't prompted to accept the work offer in the toolbar. Instead, clicking the contact's telephone number in Salesforce dials the contact. You connect to the contact when they answer. |
