Salesforce POP Settings During Call Transfers

Overview

The Salesforce managed package will automatically pop a contact or account object if the customer ANI is recognized within the Salesforce CRM on inbound calls. We do run into problems when an agent transfers (cold or warm) the call to another agent and the Salesforce Contact or Account POP does not follow the transfer.

Resolution

You can create a manual transfer signal catch flow that can be placed below your resource / agent flow to ensure the Salesforce POP follows transferred calls. You can use the work-accepted signal followed by the customer-transfer signal to trigger the Search & POP function.

1. Create a transfer based call flow including all signals and variable assign values as shown below:

The "outboundNumber" variable used in the skylightNumber assign notation can be replaced with the systemic value "interaction/customer" which will capture the customer phone number in international or e.164 format.