Call Settings

What this feature does #

The Settings Panel helps you manage how your CTI system behaves during calls.
You can enable auto-answering, control call forwarding, set your offline number, and customize your panel and notification preferences — all in one place.

Call Settings #

Step 1: Auto Answer #

What it does:
Automatically answers incoming calls on your behalf.

When to use it:
Choose ON if you:

• Want calls to connect instantly without manual clicking.
  
• Handle a large volume of calls and prefer faster response time.
  
• Are part of an active call queue setup.
  

Keep it OFF if you:

• Prefer to manually pick which calls to answer.
  
• Need time to prepare before taking a call.
  

How to use:

1. Find the Auto Answer toggle.
   
2. Switch it ON to enable automatic answering.
   
3. Switch it OFF to answer calls manually.
   

Tip: Make sure your headset or audio device is connected before enabling Auto Answer.
 

Step 2: Skip Business Hours for Call Forwarding #

What it does:
Allows your calls to be forwarded even outside your business hours.

When to use it:
Turn ON if you:

• Want to receive calls after office hours.
  
• Have a 24/7 support setup or are part of an on-call rotation.
  

Turn OFF if you:

• Only want calls to forward during standard business hours.
  
• Don’t want to be disturbed outside your schedule.
  

How to use:

1. Locate the Skip Business Hours for Call Forwarding switch.
   
2. Turn it ON or OFF based on your working hours preference.
   

Step 3: Offline Routing Number #

What it does:
Lets you define a phone number where calls will be routed when you are offline.

When to use it:
Use this feature if you:

• Want calls to reach your mobile number or another team when you’re not logged in.
  
• Have backup agents or voicemail systems outside of Salesforce.
  

 Leave it empty if:

• You don’t want calls forwarded when offline.
  

How to use:

1. Click the pencil icon next to the Offline Routing Number field.
   
2. Enter the number where calls should be routed when you’re unavailable.
   
3. Press Enter to save automatically.
   

Example: +1 555-123-4567 (Include country code)
 

Preferences #

Step 4: Panel Preference #

What it does:
Select which panel appears first when you open your CTI component.

Available options and when to use them:

Option	When to Choose It
None	You don’t want any panel to open automatically.
Logs	You mainly monitor or review past call logs.
Conference	You frequently host or join conference calls.
Related List	You want to see records linked to calls by default.
Link Records	You often link calls to Salesforce records manually.
Tags	You organize calls with labels or tags.
SMS	You use text-based communication frequently.
Feedback	You gather feedback after each call.
Call Summary	You want to see a summary of recent calls first.
Bell Notification Preference	You want quick access to your notification settings.

How to use:

1. Click the Panel Preference dropdown.
   
2. Choose your preferred section.
   
3. Your choice saves automatically.
   

Step 5: Bell Notification Preference #

What it does:
Controls how you receive alerts for new calls or messages.

Available options and when to use them:

Option	When to Choose It
None	You don’t want any notifications. Ideal for focused work or silent mode.
No Answer	Get notified only when a call isn’t answered. Good for supervisors tracking missed calls.
Busy	Get alerts when your line is busy. Perfect for monitoring active sessions.
Both	Get all alerts — ideal if you manage multiple calls or a team.

How to use:

1. Click the Bell Notification Preference dropdown.
   
2. Select your preferred alert mode.
   
3. The update saves automatically.
   

Tip: Choose None or Silent when in meetings or if you prefer no sound alerts.
 

That’s it!

All updates save automatically — no extra clicks needed!