We are facing an issue in the Salesforce Service Cloud Voice SCC-AC integration where the caller name is not displayed during incoming calls.
Current behavior:
- During the incoming call popup, only the phone number is displayed.
- The caller/contact name is not shown in real time.
- After the call ends, the VoiceCall record gets linked correctly to the Contact record.
Configuration already completed:
- Enabled “Match Callers to End User Records” in Partner Telephony Setup.
- Caller phone numbers are available in Salesforce records.
- VoiceCall records are getting created successfully.
Expected behavior:
- Caller name should appear during the incoming call itself instead of showing only the phone number.
Please assist with the required configuration changes or troubleshooting steps get the contact's name while incoming calls.
Thanks.
답변 4개
If you're comparing different Salesforce CTI implementations, it can also be useful to see how other solutions handle real-time caller identification during screen pops. I came across 360 CTI
while researching similar use cases:
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HEVm1UAHOut of curiosity, are you using the native Salesforce Voice connector with Amazon Connect, or a partner telephony integration?
