I have received the following questions from a customer who provides Genesys Cloud, and I have no knowledge of salesforce and am having trouble answering them.
I want to set the incoming call pop-up in Salesforce, and I tried to set the softphone, but the behavior is as follows.
・ When there is an incoming call from a customer, the Salesforce record is automatically searched by the caller ID (ANI), and the corresponding record can be displayed in a pop-up.
If multiple records are hit, the global search screen will be displayed.
⇒I would like to search by the called number (DNIS) instead of the caller ID. Is such a setting possible?
#Telephony------------------------------
Satoshi Asaki
NTT Neomeit Corporation
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