Genesys Cloud - Main

We have a customer where we have noticed in the Salesforce Embedded Client that the dialpad is disabled if you try to make an outbound call. It only becomes enabled when you actually have a call connected. 

Is that a setting somewhere, or something they need to do in Salesforce?

The users can make outbound calls if they keyboard type in the telephone number, just a nuisance that they can't use the dialpad there to start a call in the embedded client.
#Integrations

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Greg Beal
ConvergeOne
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Greg,

The dialpad in the embedded client is really a dtmf entry tool, not intended for the initiation of a phone call.  On the new interaction screen, the text entry field doubles as a type ahead search for users, queues, and Salesforce contacts (if configured).  This has proven significantly more useful than a dialpad.  Additionally, we see more than half of all outbound calls (not from dialer) being initiated by a click to dial event from within salesforce, which further negates the need for a dialpad.

Thanks,

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Richard Schott
Genesys - Employees
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Original Message:
Sent: 03-26-2019 09:45
From: Greg Beal
Subject: Dialpad disabled in Salesforce Embedded Client

We have a customer where we have noticed in the Salesforce Embedded Client that the dialpad is disabled if you try to make an outbound call. It only becomes enabled when you actually have a call connected.

Is that a setting somewhere, or something they need to do in Salesforce?

The users can make outbound calls if they keyboard type in the telephone number, just a nuisance that they can't use the dialpad there to start a call in the embedded client.
#Integrations

------------------------------
Greg Beal
ConvergeOne
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