Zoom for Salesforce Lightning - Phone Dialer Questions (2)

[ryanmckissack]

Hello, 

I have two questions related to the Zoom for SF Lightning Integration and more specifically actions within the OpenCTI Phone Dialer. 

My company is using the Zoom Contact Center product for reference, and I have everything operating correctly and have walked through the Zoom Admin guide for setting up the integration for Salesforce - this post is asking about how we can enhance the behavior of the Phone dialer, if that is possible. 

Use Case 1

We have a use case where if an agent receives an inbound call, and there are multiple contacts and cases with the phone number calling in listed - we have the screen pop set up so that all of these Cases and Contacts will appear in the SF search page - when the agent clicks on any of the matching contact or case records, the Task (i.e. the Engagement, its the info you see when you click the clipboard in the dialer) that is created ultimately at the end of the call lists the last contact and / or case that the agent clicks on - but we want this to happen in realtime as the agent clicks through various contacts and case while they are on the call. I can't attach screenshots but I hope that makes sense. Is something like this possible?

Use Case 2

When agents are on a call, they are able to add notes to an engagement (via the phone dialer clipboard icon) by adding the notes and clicking 'Publish'. Is there a way to automatically add notes to the engagement, or a hot key of some kind, so that the notes can be added without needing to click 'Publish'? Or alternatively if the notes can be added, and when the engagement is wrapped up (by clicking done in the phone dialer), any notes entered can be automatically saved. Is something like this possible?