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shakila G How to Stop Automatic Contact Creation in CTI Integration?
Hi All,
We have Integrated the third party Call Center API with Salesforce.
In CTI integration, If the Existing customer Calls come through IVR My Salesforce API will return the response of the respective customer user ID to the third party.
So that the customer Calls will land to the respective user system. Once the customer call received in salesforce respective customer page will open automatically in the user system.
If the New Customer tried to call, the new customer Calls will land to the respective user system. Once the Calls received in salesforce for new customers, it's automatically it's creating the new contact record in Salesforce.
But I would like to stop the automatic record creation for the new customers.
Kindly assist me on this.
Thanks
Shakila
We have Integrated the third party Call Center API with Salesforce.
In CTI integration, If the Existing customer Calls come through IVR My Salesforce API will return the response of the respective customer user ID to the third party.
So that the customer Calls will land to the respective user system. Once the customer call received in salesforce respective customer page will open automatically in the user system.
If the New Customer tried to call, the new customer Calls will land to the respective user system. Once the Calls received in salesforce for new customers, it's automatically it's creating the new contact record in Salesforce.
But I would like to stop the automatic record creation for the new customers.
Kindly assist me on this.
Thanks
Shakila
As per the secenario you have mentioned, an assumption is that,
conditions given in Screen Pop Settings in Softphone Layout (where you can manipulate the record creation )maybe different.
Please check the conditions given in Screen Pop Settings.
Otherwise you need to specify the third party Call Center API you are using and in order to get a detailed view of your problem.
Thanks