How to update the Salesforce softphone layout (Pro Plus)

After you set up Ooma integration with Salesforce, the users you have opted into the service will see the Ooma office application in their Salesforce instance. You can modify the softphone’s interface to update what the application looks like and what information it gives to users.

There are a few different settings you can change:

• Call Type lets you customize different softphone layouts for internal, incoming, and outgoing calls.
• Call Fields lets you control which call information fields are displayed within the softphone module when a call connects.
• Record Types lets you determine which types of Salesforce records are searched and popped up on the screen during a call.
• Record Fields give you more granular control over what information from each Record Type you’ve selected appears during a call.
• Screen Pop Options let you control how a screen pop should be actioned and what should happen when there are multiple contact matches.

You can access all these settings by following these instructions:

1. Open Salesforce and go to the Setup menu.
2. Go to Softphone Layouts using the following navigation: PLATFORM TOOLS -> Feature Settings -> Service -> Call Center -> Softphone Layouts.
3. Update the option you’d like to change.
4. Save your changes.
5. Repeat Steps 3 and 4 for each setting you’d like to update.