Click-to-dial


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Agents can use click-to-dial, click-to-email, and click-to-sms functionality when making calls, initiating emails, or sending SMS messages. The functionality differs depending on the product.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

The extension allows tel: links and mailto: links on webpages to be clickable links. This click-to-dial functionality is selected by default.

You can configure the client to make a call or send an email on behalf of a queue. 

Calls

For direct calls, the client immediately places the call.

For calls on behalf of a queue, the extension auto-populates the Name or Number box. 

  1. In the On Behalf of Queue box, type the name of the queue.
  2. Click Call.
Tip: If a phone number on a webpage is not clickable, you can highlight the number, right-click, and select Make a Call.

Emails

For emails, the extension auto-populates the Recipient Email box.

  1. In the On Behalf of Queue box, type the name of the queue.
  2. Click Compose.

For more information, see Make a callSend an emailConfigure click-to-dial, and Turn off click-to-dial.

The integration allows you to use data in your CRM to make calls, send emails, or send SMS messages.

You can configure the client to make a call, send an email, or send an SMS message on behalf of a queue. 

Calls

For direct calls, the client immediately places the call.

For calls on behalf of a queue, the integration auto-populates the Name or Number box. 

  1. In the On Behalf of Queue box, type the name of the queue.
  2. Click Call.
Tip: If a phone number on a webpage is not clickable, you can highlight the number, right-click, and select Make a Call.

Emails

For emails, the integration auto-populates the Recipient Email box.

  1. In the On Behalf of Queue box, type the name of the queue.
  2. Click Compose.

SMS messages

For SMS messages, the integration auto-populates the Number box.

  1. In the On Behalf of Queue box, type the name of the queue.
  2. Click Compose.

For more information, see Make a callSend an email, Send an SMS message, and Configure click-to-dial.

Salesforce displays all phone numbers as a clickable link. You can configure the integration either to make a call directly or to make a call on behalf of a queue when you click a phone number in Salesforce. This configuration persists until you change it. 

For direct calls, when you click a phone number in Salesforce, the phone number immediately dials.

For calls on behalf of a queue, the phone number auto-populates the Name or Number box.

  1. Type the name of the queue in the On Behalf of Queue box.
  2. Click Call

In both cases, when you make the call, the phone number auto-associates that Salesforce record (for example, contact, lead, or account) with the interaction log.

Click-to-dial example

For more information, see Make a callConfigure click-to-dial, and Create click-to-dial on custom Visualforce pages

The client auto-populates with the phone number or email address on the ticket or user record that you are currently viewing. The phone number in the Name or Number box or the email address in the Recipient Email box changes as you switch between records on different tabs. 

To place an auto-populated call, click Call. To send an auto-populated email, click Compose.

Click-to-dial example

If you manually change the phone number in the Name or Number box or the email address in the Recipient Email box, then the client stops auto-populating until you clear the box and navigate to a different record. 

If you change the phone number or email address on the record, the phone number in the Name or Number box or the email address in the Recipient Email box does not automatically change.

For more information, see Make a call and Send an email.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.