1. When the phone rings, even if it is an inside person calling with let's say extension 1000, a search screen will open up and look for anyone that has 1000 in the phone number. We would like to eliminate this, and only have the system search for a contact is the number is a complete phone number and not an extension.
2. Another issue is that if the user is working on something within salesforce, (perhaps editing a case, entering a case, or simply searching for a record), when a call comes in, it takes the user off their current page and redirects it either to the contact infofor that caller, or to the search screen. We would like to instead have a pop up window open up with the new callers info. This will keep the users from loosing their spot each time a call comes in.
3. Yet another issue is that there are times when a call comes in and the page is redirected directly to the create new case page, which has the option to select record type for new case. But on that page, the user is not able to do anything, no matter if they make a selection for a record type and try to continue, the page will go nowhere,it is just frozen. User then has to refresh page to be able to get out.
I guess there is really no set procedure of how things should work, please enlight me friends.
thank you,
9 answers
Not in your case because as I mentioned, the items that your having issues with should be addressed by the provider via either the CTI adapter or the adapter config.
Your gripes are very valid.
