360 CTI User Guide for India

1. About This Guide

This guide explains how to use and set up the 360 CTI app for India. It covers everyday calling tasks for agents and the configuration steps that administrators need to follow. It has been fully revised to include every feature released in the August–September 2026 package updates.

1.1 Who this guide is for

1.2 How to read this guide

Each feature section starts with a short status line so you can see at a glance what changed and who it applies to:

NEW For: Admins Where: CTI Setup › General Settings

• NEW – the feature was introduced in this release.
• UPDATED – the feature already existed but works differently or has new options.
• For – who uses the feature (Agents, Admins, or both).
• Where – where to find it in Salesforce. The › symbol separates each click in the path.

Colored boxes highlight information you should not miss:

Note: Extra detail that helps you understand how a feature behaves.

Tip: A recommended way to use a feature.

Important: Something that can affect your calls or data if it is missed.

2. What's New in This Release

The table below lists every new and updated feature covered in this edition. Use the section number to jump to the full explanation.

2.1 Important changes for administrators

Please review these points before or immediately after upgrading the package.

3. Getting Started

3.1 What is 360 CTI

360 CTI is a Computer Telephony Integration (CTI) app built 100% natively on Salesforce. It connects your phone system to Salesforce so you can make, receive and manage calls, and keep a complete record of every customer conversation, without leaving Salesforce.

3.2 How calls work in India

Outgoing calls (PSTN numbers)

1. You start a call from the 360 CTI softphone in Salesforce.
2. Your own mobile or landline rings first. Answer it.
3. The app then calls the customer.
4. When the customer answers, both calls are joined and you can talk.

Both you and the customer see your CTI number, never your personal mobile number, so your personal details stay private. The call can be ended from your phone, from the softphone, or by the customer. You then enter the disposition and notes in the softphone.

Incoming calls (PSTN numbers)

When a customer calls your CTI number, your mobile rings and a notification appears in the softphone.

Answer the call on your mobile. After the call, fill in the disposition in the softphone and save it.

PSTN and VoIP numbers compared

Tip: For VoIP numbers, the incoming pop-up may appear on every open Salesforce browser tab. This is the provider's default. If you prefer calls to ring on a single tab (recommended for high call volumes), ask 360 CTI Support to request it from the provider.

3.3 Before you start

Check the following before making your first call:

• A CTI number has been assigned to user.
• User have a 360 CTI licence.
• User mobile number is correct in the My CTI Setup tab (see Chapter 4). All calls ring on this number.
• Your softphone status is Online.

3.4 The softphone at a glance

UPDATED For: Agents Where: Salesforce utility bar › 360 CTI

The 360 CTI softphone opens from the utility bar at the bottom of Salesforce. It has four tabs:

Your status Your status tells the system whether you can take calls. Click your profile icon in the softphone to change it.

• Online (green) – you can make and receive calls.
• Away (orange) – you are temporarily unavailable.
• Offline (red) – you are not taking calls.

Your administrator can add reasons under Away and Offline (for example, "Lunch" or "Meeting") so your team knows why you are unavailable.

New: The utility bar now shows your current status next to the app name, for example 360 CTI: Online, so you can see it without opening the softphone. It updates instantly when you change status.

Note: The "360 CTI" label in the utility bar can be renamed for your org (for example, to your team's name). This is enabled on request by 360 CTI Support.

More on The softphone at a glance

Figure: User status options and "360 CTI: Online" on the Utility Bar User Status Shown on the Utility Bar The Utility Bar now shows the user's status as “360 CTI: Online” or “360 CTI: Offline.” If a customer has renamed their utility bar, admins can still show this status by creating a custom setting record named Override_Utility_Bar_Info, with the utility bar's name entered in that field.

Missed Call & Voicemail Counts on Your Utility Bar (International Numbers)

For international numbers, the Utility Bar can now show missed call and voicemail counts, for example:

“360 CTI (Missed Call: 1 | Voicemail: 0).” This is controlled by a custom setting named Show_Utility_Notification, which is muted by default.

4. My CTI Setup

NEW For: All users Where: 360 CTI app › My CTI Setup tab

My CTI Setup is login user personalized settings tab. It gives every user one place to manage their own calling preferences. The tab is added automatically when the package is installed or upgraded. Settings here apply only to login user and to every number assigned to user, directly or through a group.

Why a personal page?

If the ring sound were controlled on a number, turning it off would affect everyone in that number's group.

If it were in General Settings, it would affect the whole company. My CTI Setup lets each person choose for themselves.

4.1 Fields on My CTI Setup

Important: Removing your mobile number from My CTI Setup deletes your calling agent, and you will stop receiving calls.

If both Voice Message and Voicemail are set, the Voice Message plays.

4.2 Update your settings

1. Open the 360 CTI app and click the My CTI Setup tab.
2. Click Edit.
3. Update your mobile number, voice message, voicemail or ring preference.
4. Click Save. Mobile number changes sync to the provider automatically. Screenshot added ? see page 14.

4.3 Where my CTI Setup tab voice message and voicemail are used

• IVR: when an IVR step routes a call to you (User, Record Owner or Sticky Agent) and you do not answer, and no IVR-level voicemail is set.
• Call Routing: in the Record Owner Voicemail and Last Communicator Voicemail steps, so callers hear the personal greeting of the person they were trying to reach.

Note: Personal voice messages and voicemail are not used for calls routed by User Config. See Chapter 13 for the full rules.

More on My CTI Setup

Figure: My CTI Setup tab When the package is upgraded, the mobile number is automatically updated based on the value stored on the user’s record.

The Mute Incoming Call option now works for users with either an international number or a VoIP/PSTN number.

A Voice Message option is displayed when the user has a VoIP/PSTN number. If the user has both an international number and a VoIP/PSTN number, both the Voicemail Type and Voice Message fields are displayed.

Other setup fields are displayed only when Enable India Provider is turned off.

Once a number is assigned to the user, the relevant configuration options become available based on the type of number assigned.

5. Making Calls

5.1 Ways to make an outgoing call

UPDATED For: Agents

1. From the DialPad Open the softphone, go to DialPad, enter the number and click the call button.

2. With Click to Dial Open a record (for example, a Lead or Contact) and click a phone number in the Click to Dial Component.

New: While the softphone is still loading after a page refresh, the component shows the message "Please wait while the softphone is loading. Click to dial will be enabled once the softphone is ready." Phone numbers become clickable as soon as the softphone is ready. This prevents calls that seem to "do nothing" when clicked too early.

Screenshot to be added: Click to Dial Component showing the "softphone is loading" message.

3. From the Home tab On the softphone Home tab, open Outgoing Calls (or Incoming or Missed) and click the call icon next to any entry to call again.

4. From Call Logs Open Call Logs to see recent calls and click the call icon to dial.

5.2 Call stages

The softphone shows three stages during an outgoing call:

5.3 Ending a call and saving details

UPDATED For: Agents

A call can be ended from your mobile, from the softphone (End), or by the customer. The softphone then shows the call-ended screen, where you:

1. Select a Disposition (the call outcome, such as Interested or No Answer).
2. Add a description or any other required fields.
3. Click Save.

Change your status from the call-ended screen NEW For: Agents A status icon now appears on the call-ended screen. Use it to mark yourself Away or Offline before saving, so no new call reaches you while you step away. This is especially helpful during Calling Lists, Power Dial and busy inbound shifts.

Note: If you mark yourself Away or Offline during Power Dial or a Calling List and then click Call, the softphone shows a message that you must be Online to make an outgoing call.

Screenshot added ? see page 19-A.

5.4 Choosing the number customers see

Default caller number If you have more than one CTI number, your administrator can choose which one is used for outgoing calls by default (see 19.2).

Number labels Numbers can be given labels (for example, "Sales" or "Support") so you can tell them apart. Labels are set in CTI Setup › User Config.

Sticky Caller Sticky Caller keeps the same outgoing number for a customer every time they are called. Customers recognise the number and the relationship feels consistent. Add the Sticky Caller field to the record page, then set the number to use for that record.

Note: Sticky Caller (which number is used for outgoing calls) is different from Sticky Agent (which agent incoming calls ring first). Sticky Agent is covered in 10.4.

More on Ending a call and Choosing the number

Change Your Status From the Call Disposition Screen When Call Waiting is on and an agent doesn't want more calls while wrapping up, they can now change their status right from the call disposition screen. The user status/avatar icon now appears there for every type of incoming and outgoing call.

Figure: Status options on the call disposition screen Dialpad Behavior Improvement When a user selects a different “From Number” during a Dialpad search, the call will now be initiated from the selected number instead of the previously used number.

Figure: Call From number on the DialPad

5.5 Scheduling a call

Schedule calls so they appear in the softphone on the right day.

Choose what the Pending Calls section shows (admin)

1. Go to CTI Setup › General Settings › Edit.
2. In Softphone Settings, set Softphone Pending Calls to one of: Pending CTI Tasks (follow-up tasks) or Pending Scheduled Calls (it shows custom scheduled calls which is scheduled for today). Only one option can be selected.
3. Click Save.

Create a scheduled call 1.Create Schedule Date Time Field in Call log Object field Data type is (Date/Time)..

2.Create a call record and set the Call Schedule Date and Time.

3. While saving the call if User select the future Date time in Scheduele Data time field than Schedule record will create for the customer. The call appears under Pending Calls on the softphone Home tab on that day.

6. Receiving Calls

6.1 Answering an incoming call

VOIP When an incoming call arrives, the call rings on the desktop CTI Softphone. The incoming call pop-up displays the customer's details, including Object, Call From, Call To, and other incoming call information.

The user can:

• Click Accept to answer the call.
• Click Decline to reject the call.
• After the call ends, the user can enter the call disposition and click Save.

PSTN When an incoming call arrives, the call notification appears on the desktop CTI Softphone. The incoming call pop-up displays the customer's details, including Object, Call From, Call To, and other incoming call information.

At the same time, the call rings on the user's registered mobile number. The user must answer or decline the call from their mobile phone.

If the user answers the call on their mobile phone, the call is connected. After the call ends, the user can enter the call disposition in the CTI Softphone and click Save.

.

Incoming call screen

Tip: Admins decide which record fields appear on the incoming call screen (up to five) in CTI Setup › Object Setup › Incoming Call Fields. System details such as the From and To numbers, number label and group name are shown in addition to these five.

6.2 A new call arrives while you are saving notes

NEW For: Agents

If a new call comes in while you are still on the call-ended screen, you are notified of it. Previously you could only Accept or Reject it, which meant losing unsaved notes. Now you have a third option:

• Minimize – the notify call pop –up will appear on the top of the CTI Softphon eso you can finish and save your Previous call. You can then accept or reject the waiting call. This works automatically; no setting is needed.

Note: Some teams prefer agents never to be interrupted while writing notes. On request, 360 CTI Support can switch off these notifications. When switched off, a call that arrives during wrap-up is treated as missed (or follows your missed call forwarding) and is counted in the agent's missed calls.

Screenshot to be added: Incoming call notification on the call-ended screen with Accept, Reject and Minimize buttons.

More on A new call arrives while you are saving notes

Smarter Notify-in-Call Behavior Agents can now finish filling in their previous call's disposition before the Notify in Call popup appears, instead of being forced to answer it first. Separately, if a user is on the end-call screen, Notify in Call won't interrupt them at all — this is controlled by a custom setting named Disable_Notify, set to Enable = True.

Figure: Disable_Notify custom setting

6.3 See which group the call came from

NEW For: Agents Where: Enabled on request

When a call is routed through a group — from User Config, an IVR or Call Routing — the incoming call pop-up can show thegroup name. Agents who belong to several groups immediately know the context of the call.

Example Priya is in both the "SMS Support" and "CTI Support" groups. The pop-up tells her which product the caller needs help with. A bilingual agent in "English" and "French" groups knows which language to greet the caller in.

Note: IVRs can also use Call Tags to label calls. Both can be shown together. This option is enabled on request by 360 CTI Support.

Screenshot added ? see page 24-A.

6.4 Mute the incoming ring

NEW For: Agents Where: My CTI Setup

To stop the softphone playing a ring sound for incoming calls, set Mute Incoming Call to Yes in My CTI Setup (see Chapter 4). Your mobile still rings as normal.

6.5 Calls from unknown numbers

For: Admins Where: CTI Setup › General Settings › Edit › Unknown Call Settings Link Unknown Call automatically creates a record when a call is made to or received from a unknown number that is not in Salesforce, so no potential customer is lost.

More on See which group the call came from

Figure: Group Name on the incoming call screen When a call comes in through a Group, the CTI Softphone now shows that group's name while the call is ringing. If the call is then transferred from User A to User B, User B also sees the name of the group the call originally came in on. This is turned on with a custom setting named ShowQueueNameOnSoftphone.

Figure: ShowQueueNameOnSoftphone custom setting

1. Go to CTI Setup › General Settings and click Edit.
2. Find Link Unknown Call under Unknown Call Settings.
3. Choose the object and type, and set the field values.
4. Click Save.

Link Unknown Call settings

6.6 Missed calls

UPDATED For: Agents, Admins Where: Softphone › Home › Missed Calls

Missed calls appear on the softphone Home tab. Click an entry to call back, or clear it when it is handled.

Auto-remove missed calls on callback NEW For: Admins Where: CTI Setup › General Settings › Missed Call Settings Turn on Auto Remove Missed Call On Callback to clear missed calls automatically once they are handled. When a connected call (incoming or outgoing) takes place with the same phone number, all missed call entries from that number are removed from the softphone Home tab.

• It works however the callback is made: the missed calls list, Click to Dial, a Calling List, the DialPad or anywhere else in the app.
• Only connected calls count. An unanswered callback does not clear the entry.
• Only the same number clears the entry. A call with a different number on the same record does not.
• The call log records stay in Salesforce for reporting; only the softphone list is cleared.
• Default: Off.

Example Mansi calls three times while you are busy. You call her back and she answers. All three missed call entries from Mansi disappear from your Home tab.

Screenshot to be added: General Settings › Missed Call Settings with the Auto Remove Missed Call On Callback toggle.

6.7 Voicemail drops

NEW For: Agents Where: Softphone › Home › Voicemail Drop

When a caller leaves a voicemail, a Voicemail Drop task is created and appears in the new Voicemail Drop section of the softphone. Click View All to open a page listing every voicemail, and play the recording from the call log. See Chapter 13 for when voicemail is offered to callers.

More on Voicemail drops

See All Voicemails in One Place Agents can now view all voicemails in one place from the Voicemails section on the Softphone Home Tab. When they click View All, an All page opens, showing both their own voicemails and voicemails from other users. To enable this feature, set the Softphone Dashboard Settings for the Voicemail section to App Default in CTI General Settings. This feature is controlled by the ShowAllVoicemails custom setting with Default_mute__c set to true.

Figure: Voicemails section on the Softphone Home tab

7. During a Call

7.1 Transferring a call

UPDATED For: Agents, Admins Where: CTI Setup › General Settings › Call Settings

Call Transfer moves a live call to another agent, team or number without the customer hanging up.

Turn on call transfer (admin)

1. Go to CTI Setup › General Settings and click Edit.
2. Under Call Settings, select Enable Call Transfer.
3. Choose the Call Transfer Type: Warm (customser goes on Hold once primary user leave the call than only Transferred User and customer can communicate with each other ) or
4. Call Transfer Type: Cold, Once Primary user transfer the call to User, call get disconnect from the primry user and redirected to transferred user. (you are disconnected as soon as the transfer starts).
5. Click Save.

Transfer a call (agent)

During a call, click Call Transfer in the softphone and choose where to send the call:

Example At the end of a support call, transfer the customer to a "Please rate our service from 1 to 5" recording.

Their rating is saved in the Key Press field so you can report on it.

Limitation The key pressed after Play Recording is only stored. It cannot route the call onward. To act on the response, build a Salesforce flow on the Key Press field.

Screenshot added ? see page 28-A.

7.2 Do Not Call

For: Agents When a customer asks not to be called, select the Do Not Call checkbox on their record. No one in your organisation will be able to call that customer from 360 CTI.

More on Transferring a call

Play Recording During Cold Call Transfer When an agent performs a cold call transfer on a VOIP/PSTN number, the customer will now hear a preconfigured voice message as soon as the transferred call is Play Recording. The customer can then respond by pressing a key, and the selected key press is automatically saved in the call log Key pressed Field.

Fig. Cold Transfer to Play Recording Transfer Calls to an Entire Group Agents can now transfer calls to an entire Group instead of transferring them to a single user.When Call Transfer type is Warm.

The system calls group members in round-robin order. If one member does not answer, the call automatically moves to the next available member.

Limitation The transfer may fail if a user is online on the softphone but is not logged in to Salesforce or their CTI component has not loaded. In this situation, the system cannot confirm whether the call successfully reached the user.

Fig. Call Transfer To Group See When a Transferred or Conference Call Is Answered When User A transfers a call to User B, there was previously no way to tell whether User B is connecting, has answered, has rejected, or hasn't answered at all. A blue banner on the softphone now shows this status, and the same banner appears during call conferences.

Keep Transferring Until Someone Picks Up (Warm Transfer)

If User A does a warm transfer to User B and User B doesn't join, User A can now transfer the call again — to User C, and so on. The transfer button stays visible until someone actually joins the call. This works on Community and SF1 as well.

Do Not Call checkbox on a record

You can also do this during a call: select Do Not Call at the bottom of the softphone before saving.

For Custom Object User need to Create DNC__c Checkbox field to set/use the Do not call feature.

Note: Admins can hide the Do Not Call checkbox on the softphone with the Disable DNC setting in General Settings › Other Settings.

8. Dispositions and Call Details

A disposition is the outcome of a call, such as Interested, No Answer or Send Proposal. Dispositions make call logging fast and reporting meaningful.

8.1 Set dispositions by profile

For: Admins Where: CTI Setup › General Settings › Softphone Settings › Manage Disposition Different teams need different outcomes. A sales rep might need "Follow-up Demo" and "Send Proposal", while a support agent needs "Escalated to Tier 2" or "Resolved". Set these per profile:

1. Go to CTI Setup › General Settings.
2. In Softphone Settings, click Manage Profile Wise Setting.
3. Add a row for each profile and fill in the columns below.
4. Click Save.

8.2 Record-specific dispositions

NEW For: Admins

You can override the disposition list for individual records. This is useful when different customers, products or campaigns need their own outcomes.

1. Create a field labelled Call Disposition on the object you call (for example, Lead, Contact or Opportunity).
2. On a record, enter the disposition values that should be used when calling that record.
3. Calls to or from that record — incoming, outgoing, IVR and Salesforce mobile app calls — now show these values in the softphone Disposition field instead of the profile list.

Example Lead A has Call Disposition values "360 SMS" and "360 CTI". Lead B has "QA Working" and "Awesome".

When you call each lead, the softphone shows only that lead's values.

Screenshot to be added: Call Disposition field on a Lead and the overridden values on the softphone.

8.3 Lightning Web Security requirement

NEW For: Admins

The Manage Disposition table needs Salesforce Lightning Web Security to be turned on. If it is off, a message now explains what to do instead of the page breaking. To turn it on, go to Setup › Session Settings and select Use Lightning Web Security for Lightning web components.

8.4 Control the fields agents see

• Incoming call screen – CTI Setup › Object Setup › Incoming Call Fields (up to five).
• Softphone task fields – General Settings › Softphone Settings › Softphone Task Fields (or per profile in Manage Disposition).
• Softphone navigation bar – see 19.7.
• Records opened from a call log – General Settings › Display Related Records.

9. Bulk Calling: Power Dial and Calling List

9.1 Power Dial

For: Agents, Admins Power Dial calls a list of records one after another, so agents spend their time talking instead of dialling.

Each call is logged in Salesforce automatically.

Before you start

• Power Dial works on the Split View of an object's list view (for example, Leads or Contacts). Switch the list view display to Split View.
• Admins set the default phone field Power Dial uses in CTI Setup › Object Setup › Default PowerDial Fields.
• The Power Dial button must be on the page layout (see 19.6).

How it works

1. Start Power Dial from the list view.
2. The first number is dialled. When the call ends, save the disposition.
3. A dialog offers three choices: Call (dial the next record), Skip (skip the next record) or Break (stop the session).
4. For custom Object create the New Action Button Action Type: Lightning component, Lightning component: Powerdial give the Lable for the Button. And Add it into the Object Page Layout.

Tip: Popular for outbound sales, collections, and customer service follow-ups where many customers must be reached quickly.

9.2 Calling List

For: Agents, Admins Where: CTI Setup › General Settings › Call Settings A Calling List is a saved list of records that agents call one by one from the softphone. The system moves through the list automatically.

Example Adam has hundreds of trial users to contact. He creates a Calling List of trial users, and the softphone calls each one in turn. He logs notes and transfers calls without leaving the screen, reaching more leads in a few hours than he used to in a week.

Settings (admin)

Create a Calling List

1. Create a list view with filters for the records you want to call.
2. Select specific records or all records in the list view.
3. Enter a name for the list (for example, "Renewals – March").
4. Choose Call From: one of the numbers you can access, or Sticky Caller to use each record's sticky number.
5. Assign the list to users or queues. Users only see records they have permission to access.
6. Set the Retry Interval (in hours).
7. Set the status to Active. Switch it to Inactive to pause the list.

9.3 Power Dial and Calling List in Experience Cloud

NEW For: Admins, community users

Community (Experience Cloud) users who have a CTI number can now use Power Dial and Calling Lists, with the same softphone experience as internal users.

Power Dial for community users

1. Create a Power Dial button for the object (for example, "Community Power Dial" on Lead).
2. Add the button to the object's page layout.
3. The community user opens a record, clicks the button and chooses a list view. Dialling starts with the first record in that list view.

Calling List for community users

1. An internal admin creates the Calling List and gives the community user access to it.
2. The community user opens the softphone Settings tab and runs the list.
3. They can save each call, move to the next call, or stop the list, exactly as internal users do.

Limitation Community users cannot create Calling Lists themselves.

More on Power Dial and Calling List in Experience Cloud

Fig : PowerDial in Community

Fig : CallingList in Community

Fig : CallingList in Community (running a Calling List)

Step to setup PowerDial in Community:

1. Go to setup.
2. Click on object manager.
3. Open lead -> Button, links & actions -> New action.
4. Action type: Lightning Web Component.
5. Lightning Web Componant: tdc_360CTI:powerDialCmp (screenshot below)

Figure: New Action with tdc_360CTI:powerDialCmp

6. Enter the value in "Label". (Eg: Power Dial Community)
7. Go to the page layout and add the power dial component button. (screenshot below)

Figure: Adding the Power Dial action to the page layout

8. Go to the "All sites" and open community builder.
9. Click on the home tab dropdown. (Top left side)
10. Search for RedirectAura. (screenshot below)

Figure: Searching for RedirectAura

11. Now click on the components.(screenshot below)

Figure: ClickToDial under Custom Components

12. Search "ClickToDial", Drag the same and drop under "Content".
13. Publish the same.
14. Login to the community with community partner user.
15. Go to the lead and open any record.
16. Click on Power Dial community button.
17. Select the list view. (screenshot below)

Figure: Select List View (Community)

10. How Incoming Calls Are Routed

Routing decides who receives an incoming call. 360 CTI gives you three tools. Choose the one that fits each number:

Note: Whatever tool you use, every number is always listed in User Config, which is the central place to see all numbers and their configuration. Call Routing and IVR settings are applied to User Config automatically, so they never conflict.

Note: For every incoming call, the system first checks Out of Office (the time range set in User Config). After that, the configured routing applies.

10.1 Routing with User Config

UPDATED For: Admins Where: CTI Setup › User Config › Edit

In User Config, calls follow a fixed order: the sticky agent (or last communicator) is tried first, then the primary user or group, and finally missed call routing. Each part is explained below.

Primary user The user the number belongs to. If no one else is configured, calls ring the primary user. If they answer, the task is assigned to them; if they reject or miss it, a missed call task is assigned to them.

Group Select a group to share incoming calls among its members using a group routing mechanism (see 10.2).

The primary user must be a member of the group. The member who answers gets the call task. If nobody answers, the missed call task goes to the primary user.

Missed call routing Decide what happens when the call is not answered (you are busy, Away, Offline or on another call).

Choose one of:

• Missed Call Forwarding – forward the call to up to three numbers (comma-separated). The task goes to the user linked to the number that answers. You can also set forwarding numbers from the softphone Settings tab.
• Voice Message – play a recorded message, then end the call. A missed call task is assigned to the primary user.
• Voicemail (NEW) – play a message followed by a beep so the caller can leave a voicemail. A Voicemail Drop task is assigned to the primary user. If the caller hangs up before the beep, a missed call task is created instead.

Note: Voice messages and voicemails in User Config apply to the primary user. Personal My CTI Setup voicemail is not used here, because the provider only offers Accept and Reject for these calls.

Out of Office UPDATED Set when a number is out of office and what happens to calls during that time.

10.2 Group routing mechanisms

UPDATED For: Admins

Wherever you route to a group — User Config, Out of Office, IVR or Call Routing — choose how members are rung. The options shown can vary slightly by feature (for example, IVR dark hours offer Simultaneous and Round Robin).

Sequential Rings to Group member as per the priority, away/offline/on call user will skip from the calling Longest Wait Time Rings the member who has gone longest without a call.

Create and manage groups See 19.4 for how to create groups and add or remove members.

10.3 Last Communicator and Record Owner

For: Admins Last Communicator routes a returning caller to the agent they last spoke to, so they do not have to repeat themselves. The agent already has the context, which speeds up resolution and builds trust.

Record Owner routes the call to the owner of the matching record.

Ownership options These General Settings options change who receives and owns incoming calls. They appear once enabled for your org by 360 CTI Support. Only one can be turned on at a time.

10.4 Sticky Agent (now with multiple agents)

UPDATED For: Admins

A sticky agent is a specific user who should always receive calls from a particular customer first. You set it in a Sticky Agent field on the customer's record (on any object).

New: You can now list several sticky agents in priority order.

1. Create a Text Area field for Sticky Agent on the object (a text area gives room for several IDs).
2. On the record, enter the Salesforce user IDs (15 or 18 characters) separated by commas, in the order they should ring.
3. When the customer calls, the first sticky agent rings. If they do not answer, the second rings, and so on.
4. If no sticky agent answers, the call continues with your normal routing (User Config, IVR (Sticky Agent than group) or Call Routing).

• A sticky agent is skipped if they are not Online, do not have access to the number, or have no licence.
• If both a sticky agent and a last communicator exist, the sticky agent has priority.
• There is no fixed limit, but two or three agents is the recommended maximum. For more, use a group.

Example Every call from a key account should go to Atul first, then Sikha. If neither answers, the whole 10-person sales group rings. A group alone cannot guarantee that order multiple sticky agents can.

Limitation Sticky Agent applies to incoming calls only.

10.5 How your status affects incoming calls

10.6 Missed Call Number

NEW For: Admins Where: CTI Setup › User Config › Edit › Other Settings › Call Direction

Call Direction controls whether a number is used for Incoming, Outgoing or Both. A new option, Missed Call Number, turns the number into a "missed call" line:

• Incoming calls are dropped immediately. No message is played.
• A task and call log are created and assigned to the primary user.
• If the caller is not in Salesforce, a record is created as usual through Link Unknown Call (see 6.5).

Example "Give us a missed call on 98XXXXXXXX to get a callback." Every caller is captured as a lead and a task, at no cost to the caller.

10.7 Blocking numbers

For: Admins Where: CTI Setup › General Settings › Other Settings › Blacklisted Numbers Enter spam or unwanted numbers, separated by commas. Calls from these numbers are not accepted and are not tracked in Salesforce, so agents are not disturbed and your data stays clean.

More on Group routing mechanisms

Simultaneous Ring — Call Up to 10 Agents at Once Incoming calls can now ring up to 10 users at the same time. If a group has more than 10 users, the system automatically picks 10 active, licensed users to ring. It also checks how many calling channels are actually free — so if only 5 channels are available out of 10 eligible users, only 5 will be dialed. The call log records why the rest weren't dialed, and if the call is missed, every user who didn't answer is listed in the “Missed By User” field. This works everywhere calls can ring multiple people: User Configuration, IVR, Call Routing, the default Round Robin method, and Missed Call Forwarding.

More on Sticky Agent

Sticky Agent is also available as a dedicated step under Call Routing → Auto Forward, where it is checked before proceeding to subsequent routing steps. To be configured as a Sticky Agent, the user must have CTI Number access, an active CTI license, and the User must be active. Additionally, the IVR Route To field now includes Sticky Agent and Sticky Agent Then Group, while the IVR Callback Route To field includes Sticky Agent Then Group.

More on Missed Call Number

Figure: Call Direction set to Missed Call Number

11. Call Routing

NEW For: Admins Where: 360 CTI app › Call Routing tab

Call Routing lets you design exactly how incoming calls flow, step by step. User Config follows a fixed order; Call Routing lets you decide which step runs first, what follows, and which step comes last. The Call Routing tab is added automatically with the package.

11.1 Why use Call Routing

• One set-up for many numbers. Previously, the same configuration for ten numbers needed ten User Config records. Now one Call Routing can cover all ten.
• Any order, any number of steps. Ring a group, then another group, then a third — there is no cap.
• Business hours, shifts, weekends and holidays each with their own handling.
• Personalised voicemail using each record owner's or last communicator's own greeting.
• Control of missed calls – choose who gets missed call tasks and email notifications.

•

Tip: Call Routing is the recommended approach for new set-ups. Over time, User Config routing options will move to Call Routing.

• Outgoing Call Access Users: let some users call out on a company number without receiving its incoming calls.

11.2 Create a call routing

1. Open the Call Routing tab and click New Call Routing.
2. Fill in the fields below and click Save.
3. Add routing steps (see 11.4).

Missed Call Assigned To options

Example: time zone Your company's time zone is set to the US, but you have an India team. Choose Primary User Wise and make the India team lead the primary user, so business hours follow India time.

Screenshot to be added: New Call Routing form with the fields above.

11.3 Holiday calendar

When Follow Holiday Calendars is Yes, calls on a holiday skip the normal steps and follow the Holiday Calendar Routing Option:

11.4 Add routing steps

After saving, click the + icon to add steps. Steps run in the order you create them, and you can insert a step between existing ones at any time. The system automatically skips any step that does not apply to a call (for example, Last Communicator when there is no call history).

Screenshot to be added: Call Routing detail page with steps added.

11.5 Voice Message & Voicemail step

Choose a Type:

Tip: Personalised voicemail is a powerful differentiator. A customer who usually speaks to Annu hears "Hi, this is Annu, I'm busy right now please leave a message after the beep", while another customer hears Atul's greeting. Customers feel they have reached the right person.

Note: One step plays either a message or takes a voicemail, not both. To say "We are not available, please leave a message after the beep", use Voicemail with a recording containing those words.

If the caller hangs up before the beep, a missed call task is created. If they hang up after the beep, a Voicemail Drop task is created, even if they said nothing.

Callers can speak for up to about one minute after the beep.

11.6 Time-Based Routing

Use Time-Based Routing to handle shifts, business hours, evenings and weekends differently. Each time-based rule has its own sub-steps.

• You can add several time-based rules, one for each shift or period.
• Time ranges for the same days cannot overlap. The system shows an error if they do.
• If you add no time-based rules, your steps apply 24 hours a day, 7 days a week.

11.7 Worked example

A company works Monday to Friday, 10 AM to 7 PM. This is how its main number could be set up:

With Follow Holiday Calendars set to Yes, holidays get their own handling too. Missed Call Assigned To decides who follows up on every missed call.

Note: A voice message as the first step works as a greeting. There may be a delay of one to two seconds before the next step starts. Test your flow before going live.

11.8 Rules to remember

• Steps run in the order shown, and inapplicable steps are skipped automatically.
• Add Last Communicator only once; a second one is skipped.
• Hang Up must be the final step. After a Voice Message step, the call ends automatically.
• Capture Digit is available only on the Voice Message type.
• The ringback tone the caller hears while agents are being rung is controlled by the telephony provider and cannot be changed in the app.

More on Call Routing

Call Routing steps Steps can be added at the start or end of a routing sequence using Add First Routing Step and Add Last Routing Step, and reordered, edited, or removed inline.

• Hangup: Disconnect the caller call with or without Voice message.

Capture Key Presses in Call Routing's Voice Message Step The Voice Message/Voicemail step in Call Routing now includes a Capture Digit toggle. When enabled, the system captures a single digit pressed by the customer during the Voice Message step and stores it in the Key Pressed field of the call log. The key press is captured only when the Capture Digit toggle is enabled and applies only to the Voice Message case.

fig. Capture Digit Toggle on Voice Message/Voicemail Step Record Owner & Last Communicator Voicemail in Call Routing The Voice Message/Voicemail step in Call Routing now supports two additional options:

• Record Owner Voicemail
• Last Communicator Voicemail For Record Owner Voicemail, the system checks the record owner’s My CTI Setup page for a configured voicemail greeting. If a greeting is available, it is played to the customer, who can leave a message after the beep.

If no voicemail greeting is configured, the system plays the record owner’s voice message, if available. If neither is configured, the call is disconnected without playing a message.

The resulting voicemail or voice-message task is assigned to the Record Owner. For missed calls, the task is assigned to the user configured in Call Routing.

The same process applies to Last Communicator Voicemail, where the voicemail greeting and voice message are checked for the Last Communicator, and the resulting task is assigned accordingly.

Fig. Last Communicator Voicemail

Fig. Record Owner Voicemail Recordings Must Match Your Call Routing/IVR's Provider Voice recordings are now tagged by provider:

• TW – International
• SP – SIP
• TF – Teleforce For Number-less Call Routings, a new field allows you to select India or International calling.
• International: Only International recordings are available.
• India: Both SIP and Teleforce recordings are available.

If a recording from a different provider is selected—for example, a SIP recording in a Teleforce-based setup—the system displays an error while saving, indicating that the recording is not compatible with the selected Call Routing or IVR.

12. IVR (Interactive Voice Response)

An IVR answers calls automatically, plays menus, and routes callers based on the keys they press — for example, "Press 1 for Sales, press 2 for Support". It reduces waiting time and gets callers to the right person without manual effort.

Important: A number used for an IVR should not be used for any other purpose.

12.1 Set up an IVR

UPDATED For: Admins Where: 360 CTI app › IVR tab

1. Open the IVR tab and select the number to use.
2. Set the IVR options, such as the greeting and the No Response message ,Hangup Message, Wrong Entry Message (played automatically when the caller presses nothing).
3. Set the Primary User and, if needed, an IVR-level Voice Message (see below).
4. Add IVR entries — one for each key the caller can press (see 12.2).
5. Save and activate the IVR.

New IVR-level settings

Enable Holiday Calender Enable Holiday Calendar allows the IVR to identify configured holidays and apply the defined Holiday Calendar routing. When a call is received on a configured holiday, the IVR follows the selected holiday route, such as playing a Voice Message/Mobile/Group/Voicemail. On non-holiday dates, the call follows the normal IVR routing flow.

Enable Dark Day Enable Dark Days allows the IVR to identify configured dark days and apply the defined Dark Days routing. When a call is received on a configured dark day, the IVR follows the selected dark day route, such as playing a Voice Message, routing the call to a Mobile number or Group, or sending the caller to Voicemail. On non-dark days, the call follows the normal IVR routing flow.

Enable Dark Hours Enable Dark Hours allows the IVR to identify the configured dark hours and apply the defined Dark Hours routing. When a call is received during the configured dark hours, the IVR follows the selected route, such as playing a Voice Message, routing the call to a Mobile number or Group, or sending the caller to Voicemail. Outside the configured dark hours, the call follows the normal IVR routing flow.

Enable Callback Enable Callback allows known customers to receive a callback without playing the IVR greeting or going through the normal IVR flow. When enabled, the system identifies the customer and routes the callback request based on the configured callback settings. This feature applies only to known customers; unknown customers follow the normal IVR flow.

Auto Save Disposition Set the time interval in seconds after which the call disposition will be automatically saved if the user does not manually save it. Once the configured time interval is reached, the system automatically saves the call disposition.

12.2 IVR entries and actions

UPDATED For: Admins

Each entry links a digit to an action in the Then field. Entries can have child entries to build multi-level menus.

• Supported keys: 0–9 and the star key (*), which is new in this release.
• The # (hash) key is not supported because of a provider limitation.

Note: Replay Message vs. Back Level vs. No Response: Replay Message repeats the *current* menu on request. Back Level returns to the *previous* menu. The No Response message plays automatically when the caller presses nothing.

Hang Up with a message is useful to close a branch politely, for example: "Thank you for calling. We will get back to you shortly."

12.3 Enable Holidays and Enable dark hours For IVR Step level

NEW For: Admins Where: IVR › Route To entry › Edit

Each Route To entry can now have its own holiday calendar and "dark hours" (a break period such as lunch). This gives you control per team inside one IVR.

• Priority: Holiday calendar first, then dark hours, then normal working hours.
• Voice message: plays, then the call ends. A missed call task goes to the IVR's Missed Call Assigned To user.
• Voicemail: if the caller leaves a message after the beep, a Voicemail Drop task goes to the IVR primary user. If they hang up before the beep, a missed call task is created.

More on Set up an IVR and IVR entries and actions

IVR Popup Feature Now, when users click on the “+ IVR Entry” button or icon, a dedicated popup opens for entering details in a structured way.

Figure: IVR Entry popup New Field on IVR: Primary User IVR now has a Primary User field — a dropdown listing all active, licensed users.

Figure: Primary User on the IVR Star (*) Key Now Works in IVR IVR previously didn't recognize the star (*) key as a valid input. It now does, so customers can press * anywhere IVR captures a digit.

Figure: Star (*) key in When the caller presses Hang Up a Call by Pressing a Key in IVR A new IVR option allows customers to end the call by pressing a configured key. When Hang Up is selected in the Route To dropdown, an optional Voice Message field is displayed. If a voice message is configured, it is played to the customer just before the call is disconnected. Voice Message is an optional.

The call is assigned to the user configured in Missed Call Assigned To, and the key pressed by the customer is captured for reference.

Figure: Hangup action in IVR Entry Replay a Message in IVR The IVR Route To step now supports a Replay Message option. This allows customers to replay the previous message by pressing a configured key, such as 9. When the customer selects the configured key, the message is played again.

The Replay Message option is available only for Send To New IVR steps.

fig. Replay message Capture More Than One Key Press From Customers (Max DTMF Input)

The IVR and Outbound IVR Flow now support capturing multiple key presses from customers. A new Max DTMF Input field allows admins to define the maximum number of digits the customer can enter. The default value is 1, which maintains the existing behavior.

For the Outbound IVR Flow, the Max DTMF Input field is currently supported only with the SIP provider.

The digits entered by the customer are captured and stored in the Key Pressed field on the Call Log.

fig. Max Input Digits in IVR Route Calls (and Callbacks) From IVR Into Call Routing The IVR Route To and Callback Route To options can now route calls directly to a Call Routing configuration.

For callbacks, when Call Routing is selected, only active Call Routing configurations associated with the same provider number as the IVR are available. Active Call Routing configurations without a provider number are also available.

When call is forwarded in the call Routing and If the call is missed from the call Routing Steps than missed call task and call is automatically assigned to the user configured in the selected Call Routing.

fig.Call routing in Enable Callback Route to Example One IVR serves US and India sales teams: "Press 1 for US Sales, press 2 for India Sales". Each step follows its own team's holidays and break times, and callers outside those hours hear the right message or can leave a voicemail.

Screenshot added ? see page 50-A.

12.4 IVR dark hours (whole IVR)

For: Admins Dark hours for the whole IVR define an after-hours period. Calls received during this time are routed according to the option you choose:

12.5 Validate callers with Salesforce data

NEW For: Admins

The Validate action checks who is calling before routing the call. It looks up the caller in Salesforce and creates branches for each result, so you can route based on real customer data.

How it works

1. Add a Validate entry. With Enable Auto Detection, the caller's phone number is matched automatically against the object and field you choose (for example, the Account phone field).

More on Enable Holidays and Enable dark hours For IVR Step level

Enable Holiday & Enable Dark Hours Handling in IVR Entry Level The IVR now supports Holiday and Dark Hours call handling at the step level.

For Holiday call handling, users can enable the Holiday Calendar and select a Route To option. The Route To dropdown provides two options: Voice Message and Voicemail.

• Voice Message: Plays the configured message to the customer, after which the call is automatically disconnected.
• Voicemail: Allows the customer to leave a voicemail message.

For Dark Hours, users can enable the option and define the Start Time and End Time. A voice message can be configured to inform customers that they are calling outside business hours. After the message is played, the call is automatically disconnected.

Fig. Enable Holiday Calender

Fig. Enable Dark Hours

2. The IVR creates result branches: Success (one matching record), Success – Multiple Records, and Failure (no match).
3. Under Success, route on a field value of the related record. For example, for Case Priority: Low → play a voice message; Medium → route to an agent; High → route to a senior team.
4. Under Success – Multiple Records, ask the caller to enter an identifier (for example, their case number) and tell the IVR which object and field to search. Set Maximum Retries; after too many invalid entries, a retry message plays and the call ends.
5. Under Failure, decide what happens to callers who are not found, for example routing to a general queue.

Example A customer calls and presses 1 for English. The IVR finds their account and their one open case. Because the case is High priority, the call goes straight to the senior support group.

Screenshots for this section have been added below.

12.6 IVR examples

Examples VIP treatment: a caller whose record has an owner is connected straight to that owner, skipping the menu. A caller who called yesterday goes back to the last agent they spoke to. If that agent is busy, the call moves to the team queue after a few rings.

No more missed leads: the IVR tries the record owner or last communicator first, rings their mobile app at the same time, and then passes the call to the whole queue.

After-hours care: a retailer uses dark hours so after-hours callers are routed to an on-call mobile, a queue or voicemail, depending on the key they press.

More on Validate callers with Salesforce data

Record Validation within IVR Introduced a Record Validation feature that validates user input in real-time during IVR interactions. When a call is received, the system captures the input, validates it against configured records, and proceeds based on the match. If validation succeeds or fails, the flow will continue automatically.

Figure: Validate entry with Object & Field API Name Example:

• When the customer presses a digit in the IVR menu (for example, press 1), the system moves to the Validate step. At this stage, the system will search the customer’s record based on Field (Object & Field API Name) value. In the above example: Opportunity.Account.Phone
• If a matching record is found, the Success step will be executed. If no matching record is found, the Fail step will be executed based on the configured IVR flow.

Field Descriptions

• Object & Field API Name Defines the object and field api name which is used for validating the caller’s input during the IVR interaction.

Format:

ObjectAPIName.FieldName1,FieldName2 Note: This feature supports child-to-parent lookups up to 2 levels deep.

For example: Opportunity.Account.Phone

• Opportunity = Child Object
• Account = Parent Object linked with Opportunity
• Phone = Field from the parent Account object This means the system can fetch the Phone number from the related Account record through the Opportunity object.
• Enable Auto Detection When Auto Detection is enabled, then the system automatically validates customer records based on the (Object&Field API Name) Field value.

Figure: Enable Auto Detection

• Retries Defines how many times a caller can enter the input again to validate their details before the system moves to the next step.

Figure: Retries, Invalid Input Message and Action After Max Retries

• Invalid Input Message If the customer’s entered input does not match with the field value (Object&Field API Name), then the system plays an invalid input voice message and asks the caller to try again.
• Action After Max Retries Defines the action performed once all retry attempts are exhausted then the system will play the action after max retries voice message and the call will get disconnected.
• Handle Multiple Records When this option is enabled, the system processes all matching records for the caller’s input. When it is disabled, the system processes only a single matching record and continues with the normal IVR flow.

Figure: Handle Multiple Records Keyword Based Routing Keyword-Based Routing enables the IVR system to identify specific keywords, configured values during the interaction, and automatically route the call to the relevant IVR flow based on the value present in the field (Object & Field API Name). If the value is not found in any IVR sub step, then the success or failure steps are executed based on whether the record is found or not.

Note:

1. Keyword Based Routing only works after validation steps.
2. Below step gets created automatically when a 'Send To New IVR' entry is created with more than 1 max input digits value: When the (Max Input Digits) field value in the parent "Send to New IVR" step is set to a number greater than 1, the system expects a multi-digit input from the user. Then the system will search for the keyword "Auto" in the keyword field that triggers this step automatically upon receiving such multi-digit input.

Figure: "Auto" keyword step For example:

• If the customer’s record is validated and we get the value present in the field as Corporate (Object & Field API Name), then the step with corporate keyword will be followed. If no matching keyword step is found, the system will proceed to the configured success or failure step based on whether the record was identified successfully or not.

Figure: "Corporate" keyword step

13. Voice Messages and Voicemail

13.1 Voice message or voicemail?

13.2 Manage recordings in the Voicemail tab

UPDATED For: Admins Where: 360 CTI app › Voicemail tab

All voice messages and voicemail greetings are managed in the Voicemail tab. Recordings you create, upload or delete here are now synced automatically with the telephony provider — no separate set- up at the provider is needed.

• Each recording must have a unique name.
• Messages can also use a robotic voice (male or female) where the feature offers it.
• Recordings can be used anywhere in the app: greetings, IVR, Call Routing, User Config, My CTI Setup, call transfer and Outbound IVR Flows.

Screenshot added ? see page 52-A.

More on Manage recordings in the Voicemail tab

Admins can now upload, view, and delete Voice Messages directly from Salesforce, with changes automatically synced to the provider portal.

This removes the dependency on the previous Custom Setting, as the Voice Message options are now available under Voicemail Tab.

For customers using both VOIP/PSTN and an International Number, uploading or deleting a Voice Message will automatically update the recording for both.

fig. Voicemail Tab

13.3 Which message plays

Note: When both a voice message and a voicemail are available for the same person, the voice message takes priority.

14. Automated Outbound Calls

14.1 Outbound IVR Flow

UPDATED For: Admins Where: Salesforce Setup › Flows

Use a Salesforce flow to place an automatic call when something happens in Salesforce — for example, when a lead is created or its status changes. Choose an Operation Type:

Tip: Use Voice Message or Capture Response for simple announcements and surveys. Use IVR when the customer's choice should lead to an agent for example, "Our Diwali offer is live. Press 1 to speak to our team."

Limitation Multi-digit capture (Max Input Digits) is available for SIP numbers only. Teleforce numbers capture a single digit.

Outbound IVR Flow calls use your normal calling channels. If all channels are busy, the call is not placed, but a call log is still created.

Screenshot to be added: Flow action with Operation Type set to Capture Response and Max Input Digits.

14.2 Voice Broadcast

UPDATED For: Admins

Voice Broadcast plays a recorded message to many customers at once. It uses dedicated broadcast numbers and channels, so it does not affect your agents' calling capacity.

• Number of Concurrent Calls controls how many broadcast calls run at the same time. It is enabled by 360 CTI Support based on the channels you have purchased. Set it at or below that number.
• IVR action: a broadcast can connect answered calls to an IVR that only plays messages — greeting, voice message, voicemail, Send To New IVR, Replay Message , and Back Level. This lets customers explore your offerings and leave responses, and each key press is captured.
• IVRs that route to users or groups do not appear in the broadcast IVR list.
• Voice Message Action: Recorded voice message will play for Customer End and call will disconnect here we are capturing the customer responce in turm of digit.
• Capture Digit: If voice broadcast is running for capture Digit action. Selected voice message will play for the customer after key pressed we will play Post captured Voice message for customer after that call will disconnect.

Limitation Voice Broadcast cannot route answered calls to agents. With thousands of calls going out, there may not be enough free agents, and callers would be dropped. For calls that should reach an agent, use an Outbound IVR Flow with the IVR operation type.

More on Outbound IVR Flow

Play a Message and Transfer the Call After a Key Press (Outbound IVR)

In Outbound IVR flows, once a customer presses a key, the system can now play a message before disconnecting — or, after that message, transfer the call to an agent or queue. The message step is optional. This works by having the outbound IVR call a number-based IVR, which plays its greeting and continues the flow from there.

Figure: Outbound IVR Flow action with Select IVR Outbound IVR Flow Rebuilt on Lightning Web Components The Outbound IVR flow page has been rebuilt as a Lightning Web Component (LWC) page for better performance and consistency with the rest of the app.

More on Voice Broadcast

Play a Message Before Disconnecting in Voice Broadcast In Voice Broadcast, when the action type is set to Capture Digit, the system now allows you to play a predefined voice message after the customer presses a key and before the call is disconnected.

A new Post Capture Voice Message option is available for the Capture Digit action. Users can select the message that should be played after digit capture, providing customers with a clear closing message or next-step information before the call ends.

fig. Post Capture Voice Message

15. Call Recordings

15.1 Play recordings

For: Agents, Admins Calls are recorded according to each number's Recording setting (Incoming, Outgoing or Both).

Recordings are saved as files in Salesforce and can be played from the related task and call log.

15.2 Control who can download recordings

Users who are not allowed to download can still play recordings they have access to.

Screenshot added ? see page 57.

15.3 Recording file names

NEW For: Admins Where: Enabled on request

By default, a downloaded recording's file name includes the customer's phone number. For privacy, 360 CTI Support can configure your org so the phone number is left out of downloaded file names.

15.4 When a recording cannot be played

NEW For: All users

Clear messages now explain why a recording cannot be played, so you know what to do without raising a ticket:

15.5 Salesforce file storage alerts

NEW For: Admins

Recordings are stored in your Salesforce file storage. When it runs low, the app now warns you on the CTI Setup page and in the softphone:

• Yellow warning – file storage is nearly full (around 80–90%).
• Red warning – file storage is full.

Important: When file storage is full, new recordings cannot be saved as files, and changes to User Config or IVR records may not save. Free up space or buy more file storage from Salesforce as soon as you see the warning.

Note: The warning is shown by default. 360 CTI Support can hide it on request.

More on Control who can download recordings

The Call recording download button is visible to everyone by default. Admins can now restrict it using a new Users With Recording Download Access field on the General Settings page, choosing exactly which users or profiles and Record Owner should see the download button on Call Recording VF Page.

Fig. Users With Recording Download Access

More on Salesforce file storage alerts

A storage warning is now displayed when Salesforce file storage is running low, helping admins take action before call recordings can no longer be saved. When 90% of the storage is used, a warning message appears on the CTI Softphone Home Tab and CTI Setup page. When the storage reaches 100%, a red banner is displayed to clearly indicate that new call recordings cannot be saved until storage is cleared or increased. Admins can disable these storage warning messages by creating a custom setting named Display_Storage_Message and setting its value to true.

Figure: Storage warning on the CTI Setup page

Figure: Storage warning on the CTI Softphone Home tab

16. Call Transcript and AI Insights

UPDATED For: Admins, managers

16.1 What it does

After a call, 360 CTI can turn the recording into a written transcript and use AI to analyse it: sentiment, a Minutes of Meeting (MOM) summary, topics, action items, scores and more. Results are saved on the call log, so managers can review any conversation in seconds.

Example Alex, a sales manager, has hour-long client calls covering updates, negotiations and follow-ups. Instead of relying on memory, he opens the call log to read the transcript, sees where the client was excited or concerned, and shares the MOM with his team.

16.2 Set up AI

NEW Where: CTI Setup › General Settings › AI Settings

Important: You need an account and API key with the AI provider you choose.

After upgrading, click the CTI Setup button in User Config once to move your existing key into General Settings.

Check the AI model name carefully. An unsupported model is not rejected on save, but transcripts will fail to generate.

Screenshot added ? see page 61.

16.3 Control when transcripts are generated

NEW

Tip: AI transcription has a cost per call. Short calls ("Hello… not interested") rarely need a transcript. Use a minimum length, or Manual mode, to control spend.

16.4 Language

NEW Transcript In English Language:

• No (default) – the transcript is in the language spoken on the call (for example, Hindi), where the AI model supports it.
• Yes – the transcript is always produced in English, whatever language was spoken. Useful when management reviews calls in English.

Summary fields such as MOM and sentiment are produced in English.

16.5 Custom AI instructions

NEW Tell the AI how to evaluate your calls. Write instructions in plain language in these General Settings fields:

Instructions work with both OpenAI and Sarvam AI. You can also define Call Transcript Keywords with scores; these feed the Keyword Details and Call Score fields.

16.6 Generate transcripts manually or in bulk

NEW For: Admins

For one call Open the call log and click Sync Transcript.

For many calls

1. Create a list view button called Call Transcript on the Call Log object and add it to the list view layout.
2. Open a Call Log list view. Select specific records (up to 200) or none.
3. Click Call Transcript. On the Generate Transcript page, choose the selected records or the entire list view, then click Generate Transcript.
4. Transcripts and all AI fields are generated using your AI settings and instructions.

Tip: Only call logs with a recording and a real conversation produce useful transcripts. Filter your list view (for example, to calls without a transcript and above a minimum duration) before generating, to avoid unnecessary AI cost.

Limitation The Call Transcript button works on list views, not on reports.

Screenshot to be added: Generate Transcript page from the Call Log list view.

16.7 Fields filled in after the call

More on Call Transcript and AI Insights

Sarvam AI Integration The CTI app now integrates with Sarvam AI.

Figure: AI Settings with AI Provider set to Sarvam AI Set a Minimum Call Length for Transcription Admins can now set a minimum call length for transcription from the General Settings page using the Transcribe Calls Longer Than field. For example, if the value is set to 30 seconds, only calls longer than 30 seconds will be transcribed, while shorter calls will not be transcribed. If the field is left blank, all incoming and outgoing calls will be transcribed.

Figure: Transcribe Calls Longer Than Translate Call Transcripts to English Post-call transcripts can now be translated into English, even when the call happened in a regional language. A new picklist on the CTI General Settings page lets admins choose the language to translate from, limited to supported languages — note that turning this on increases transcription cost. It's controlled by a field called Call Transcript in English Language on the CTI General Settings page.

fig. Call Transcript in English Language Custom AI Instructions for Call Score, Call Insights & MOM Admins can now define custom AI instructions for Call Score, Call Insights, and MOM (Minutes of Meeting). These instructions allow businesses to tailor how AI analyzes call conversations, evaluates agent performance, summarizes key discussions, and highlights important action items based on their specific business requirements.

Admins can configure separate instructions for each AI-generated field, ensuring the output is relevant, consistent, and aligned with their business needs.

Fig. Call Score, Call Insights & MOM instruction Bulk Transcribe Call Recordings Admins can now select multiple call logs and click a button to transcribe them all at once. Requests go to the transcription service in batches of 200 records instead of one at a time. A new field stores the reason a transcript wasn't generated when that happens, and a hidden field tracks whether a transcript is actually ready before the system requests one — so calls that don't need transcribing are skipped instead of resent. This works the same way for both the India and International modules.

17. Call Monitoring

UPDATED For: Managers, supervisors Where: 360 CTI app › Call Monitoring tab

Call Monitoring lets authorised managers follow live calls between agents and customers, and step in when needed. It turns difficult calls into coaching moments and helps resolve complaints with evidence.

17.1 What you can do

The tab has three sections: Live Calls, Waiting Calls and the User Status table, which shows whether each team member is Online, Away, Offline or on a call.

Group column in the User Status table NEW The User Status table now has a Group column listing every group each user belongs to, with the total number of groups in brackets — for example, "Sales, Support (2)". Click a group name to open that group. Managers can see team membership at a glance.

Screenshot added ? see page 62-A.

Note: You can monitor one call at a time. Only live calls where the customer and agent are actively talking are shown.

17.2 Who can use Call Monitoring

• The user must have a CTI number assigned in CTI Setup and a 360 CTI licence.
• To see other users' live calls, waiting calls and status, the user needs monitoring (admin-level) access — through Call Monitoring Access Settings (17.4) or the role hierarchy.

Clear access messages NEW If a user opens Call Monitoring without the right access, a message now explains why:

• No CTI number – the user is asked to contact their admin to get a number assigned.
• CTI number but no monitoring access – the user is told they do not have admin-level access to view live calls, waiting calls or other users' status.

More on What you can do

Group Names Now Visible in Call Monitoring The User Status Details section in Call Monitoring now includes a Groups column, showing the group or groups each user belongs to. The column also displays the total number of groups assigned to the user in parentheses, such as Sales Team (1). This provides a quick and clear view of each agent’s group membership directly from the Call Monitoring page.

Figure: Groups column in User Status Details

17.3 Call Monitoring in Experience Cloud

NEW Community (Experience Cloud) users can now use Call Monitoring, with the same features as internal users.

17.4 Access settings

Where: CTI Setup › General Settings › Call Monitoring Access Settings

18. Reporting on Calls

NEW For: Admins, managers Where: Call Log object

New fields on the Call Log record make it easy to report on how calls are made and where they go, and to troubleshoot issues. Add them to your call log page layout and reports.

Limitation Call Destination stores only the last group the call rang, even if the call passed through several groups.

More on Reporting on Calls

Call Source Fields Combined Into One The Call_Source__c and Call_Source_Id__c Call log fields from the CTI International Package have been merged into one field, now working consistently across all providers.

New Field: Call Destination on Call Log A new Call_Destination__c field on the Call Log stores the name of the queue where a call last landed, whether it ended as a missed call, a voicemail, or an answered call. This works across the entire app.

19. Admin How-To Guides

19.1 Assign a CTI number to a user

For: Admins Where: CTI Setup › User Config

1. Go to CTI Setup and open User Config.
2. Click New.
3. In the User Information window, select the Number and fill in the Incoming Routing details (primary user, group and so on).
4. Click Save. The number now appears in the User Config list.

Note: Make sure the user's mobile number is correct in My CTI Setup; their calling agent is created from that number.

19.2 Set a default outgoing number

When a user has several CTI numbers, choose which one is used for outgoing calls by default.

1. Go to CTI Setup › User Config.
2. Click Edit next to the number.
3. In User Information, select Default Caller Number.
4. Click Update.

Note: Default Caller Number does not apply when Sticky Caller is used; the sticky number takes over.

19.3 Label numbers

In CTI Setup › User Config › Edit, enter a Label (for example, "Sales" or "Support") so users can tell their numbers apart. The label also appears on the incoming call screen.

19.4 Create groups and manage members

UPDATED For: Admins

Create a group

1. Click on the Group Tab in CTI Application .
2. Click Groups, then New.
3. Enter the group details and click Save.

Ne Group form

Add or remove members

1. Open the group and click Edit.
2. To add a user, search and select them in the list.
3. To remove a user, search deselect them.
4. Click Save.

Adding a member to a group

Tip: User and group picklists across the app are now searchable. The first 50 entries are shown; type a name to find anyone else. Pages also load faster in large orgs.

19.5 Add the Click to Dial Component to a page

UPDATED For: Admins

1. Open a record page and click the Setup (gear) icon, then Edit Page.
2. Search for ClickToDial under Components.
3. Drag the component to where you want it on the page.
4. Click Save (and activate the page if prompted).

Choose which phone fields appear in the component in CTI Setup › Object Setup › Click To Dial Fields. Phone and Formula (Text/Number) fields are supported and shown in a two-column layout.

New: The component now shows a loading message until the softphone is ready, then makes the numbers clickable (see 5.1).

19.6 Add the Power Dial button to a page layout

1. Click the Setup (gear) icon and open Object Manager.
2. Select the object (for example, Contact) and click Page Layouts.
3. Open the layout you want to change.
4. Click Mobile & Lightning Actions, search for PowerDial and drag it into the Salesforce Mobile and Lightning Experience Actions section.
5. Click Save.

19.7 Change the softphone navigation bar

1. Go to CTI Setup › General Settings and click Edit.
2. Scroll to Softphone Settings.
3. In Softphone Navigation Menu, choose and order the tabs (up to five).
4. Click Save.

19.8 Enable number masking

Masking hides part of a customer's phone number from agents, for example ******1234, to protect privacy.

1. Go to CTI Setup › General Settings and click Edit.
2. Select Enable Masking.
3. Set Masking Type: Front or Rear, which decides whether the visible digits are at the start or the end of the number.
4. Set Masking Level: how many digits stay visible (maximum 4).
5. Click Save.

19.9 Open a screen flow from the softphone

UPDATED For: Admins Where: CTI Setup › General Settings › Softphone Screen Flow Settings

Open a Salesforce screen flow inside the softphone at a chosen moment in the call, so agents can capture extra details without leaving the call screen.

• New: The app passes both the Record ID and the Call ID (the current call log). With the Call ID, your flow can update exactly the right call log, even when a record has many.
• New: Screen flows now also open in the Salesforce mobile app, with no extra set-up.

More on Open a screen flow from the softphone

Screen Flow Popup in SF1 Mobile App Screen Flow popup functionality has been implemented in the Salesforce mobile (SF1) app.

Figure: Screen Flow pop-up in the SF1 mobile app Pass Call ID to Screen Flow Pop-Ups Screen Flow pop-ups triggered by softphone events (like Call Answered or Call Ended) used to receive only one value, recordId. They can now also receive callId. Admins set this up on the General Settings page by listing the Flow variable names they want, comma-separated — for example, recordId,callId — with no hardcoded variable names needed.

20. CTI Setup Reference

The CTI Setup tab has three sub-tabs: User Config, Object Setup and General Settings. Throughout the setup pages, user and group picklists are searchable: the first 50 entries are listed and you can type to find the rest.

20.1 User Config

Assign numbers to users and set how each number behaves. Two buttons are available:

• New – assign a number to a user, or update a number's settings.
• CTI Setup – sync configuration changes with the provider (also used once after upgrading to move the AI transcript key).

20.2 Object Setup

20.3 General Settings

All app-wide settings. Click Edit to change them and Save when done.

21. Troubleshooting and FAQs

22. Known Limitations

• Sticky Agent routing applies to incoming calls only.
• IVR entries support 0–9 and *; the # key is not supported.
• The key pressed after a Play Recording transfer is stored but cannot route the call further.
• Multi-digit capture in Outbound IVR Flows is available for SIP numbers only; Teleforce numbers capture one digit.
• Voice Broadcast cannot route answered calls to agents, and only message-type IVRs can be used with it.
• Call Destination stores only the last group the call rang.
• The bulk Call Transcript button works on list views, not reports.
• A Call Routing Voice Message & Voicemail step plays a message or takes a voicemail, not both. Capture Digit is available on the Voice Message type only.
• Personal (My CTI Setup) voice messages and voicemail do not apply to calls routed by User Config.
• Community users cannot create Calling Lists.
• The ringback tone callers hear while being routed is controlled by the provider.
• Only one call can be monitored at a time.

23. Contact Us

For help, feature requests or to enable options marked "Enabled on request", contact the 360 CTI Support team:

Email: care@360smsapp.com Phone: +91 806 902 7849 Website: 360smsapp.com/computer-telephony-integration