Screen-pop on inbound calls
When a call rings, 3CTel looks up the number across leads, contacts and accounts. The matching record opens in the rep's browser, or a search page appears when there is more than one match or none.
CRM
Know who is calling before you answer, and log it without typing.
For a team that lives in Salesforce, the phone should open the right record when it rings and write the call down when it ends. This integration connects 3CTel to your Salesforce org through its APIs. Which of the three capabilities apply to your org is scoped with a specialist.
- Screen-pop the matching lead, contact or account
- Click-to-call from any phone field
- Call and voicemail logged as activities
ExampleView all team
Business number
+1 (416) 555-0198
Main numberActive call 00:24
IN
Inbound caller
+1 (905) 555-0142
Mute
Keypad
Hold
Add
End
Transfer call
Select a team member or department
Search people or teams
- Sales teamExt. 202
- Customer supportExt. 204
Your team
RC
ReceptionExt. 201
AvailableS1
Sales 1Ext. 202
On a callS2
Sales 2Ext. 203
AvailableSD
Service deskExt. 204
AvailableOM
Office managerExt. 205
In a meeting3CTel connects to Salesforce through Salesforce APIs using a connected app your administrator authorizes. Three capabilities are scoped per org: screen-pop, which opens the matching record when a call rings; click-to-call, which places a call from a phone field; and call logging, which records calls and voicemails as activities. Each is confirmed during planning, and availability is verified before activation.
Last updated:
Integration type
- Integration type
- API integration (configured by 3CTel for your account)
- Availability
- On request — scoped during planning
- What is exchanged
- Inbound call → phone-field match on leads, contacts and accounts → record opens for the rep
- Click on a phone field → call placed from the rep's 3CTel app with the business number
- Completed call → task on the matched record with direction, duration, user and outcome
- Voicemail → task with transcript and a link to the recording on 3CTel
How it is set up
Review the org
Edition, API access and objects to match are confirmed with your administrator.
Install and authorize
The connected app is installed, permissions set and users granted access.
Map users and fields
3CTel users to Salesforce users; match rules and outcome values agreed.
Test and activate
Sample records and a temporary number verify pop, dial and logging before live numbers move.
Delivered through Salesforce APIs, scoped per org
The integration uses a connected app in your Salesforce org. Your administrator authorizes it, controls which objects and fields it can read and write, and can revoke it at any time. 3CTel reads phone fields to match callers and writes activity records; it does not need access to opportunities, cases or reports unless you choose to associate calls with them.
Salesforce orgs vary widely in edition, customization and security settings. That is why screen-pop, click-to-call and logging are described here as capabilities that are scoped, not guaranteed. A specialist reviews your org with your administrator and confirms which are practical before anything is activated or billed.
Business Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneContact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreCall Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsThe three capabilities
Click-to-call
Phone fields on records become dialable. The call is placed from the rep's 3CTel app and presents the business number, not a personal one.
Call and voicemail logging
Calls are saved as completed tasks with direction, duration, the 3CTel user and an outcome. Voicemails become tasks with the transcript in the comments and a link to the recording on 3CTel.
What is exchanged
| Data | Direction | Purpose |
|---|---|---|
| Phone fields on leads, contacts, accounts | Salesforce → 3CTel | Caller match for screen-pop and caller ID |
| Record name and type | Salesforce → 3CTel | Shown on the app or handset before the call is answered |
| Call tasks | 3CTel → Salesforce | Activity history with direction, duration, user and outcome |
| Voicemail tasks | 3CTel → Salesforce | Transcript text and a reference to the recording |
| Click-to-call request | Salesforce → 3CTel | Instructs the rep's app to place the call |
What you need, and what this is not
- A Salesforce edition with API access. The specialist confirms whether your edition and licences include it; where API access is an add-on, that stays between you and Salesforce.
- A system administrator to install the connected app, set object permissions and grant access to the users who take calls.
- Consistent phone-number formatting on records. A quick data clean-up often decides how reliably screen-pop matches.
- For click-to-call, a supported browser and the 3CTel desktop app on the rep's computer.
- This is not a Salesforce-managed telephony product and 3CTel does not make Salesforce licensing decisions for you. It connects your phone system to the org you already run.
Setup
Review the org
A specialist and your administrator confirm edition, API access, the objects to match against and which of the three capabilities to scope.
Install and authorize
The connected app is installed and its permissions set. Users who take calls are granted access.
Map users and fields
3CTel users are matched to Salesforce users so activities show the right owner. Match rules and outcome values are agreed.
Test with sample records
On a temporary number, test calls confirm the correct record pops, click-to-call dials and tasks are created. Then your live numbers move.
Questions from Salesforce administrators
What happens when a phone number matches more than one record?
The rep sees a short list instead of a single record, with the record type and name, and picks the right one. The pick is used for logging that call. Match rules, for example preferring contacts over leads, are set during planning. Where a number is unknown, the rep can create a lead from the search page.
Does the integration need access to opportunities or cases?
Not by default. Screen-pop and logging work with leads, contacts and accounts. If you want call tasks related to an open opportunity or case, that association is added deliberately and the connected app's permissions are widened only for that object. The permission set is visible to your administrator throughout.
Where are recordings stored?
On 3CTel. Salesforce receives a task with the transcript and a link that opens the recording for users who have permission on 3CTel. Recordings are not uploaded into Salesforce storage. Canadian law generally requires that callers be informed that a call is recorded, and 3CTel configures that announcement with you.
Privacy
Record and call data pass only between 3CTel and your Salesforce org. Retention of call records, transcripts and recordings on 3CTel is configured with you. Revoking the connected app stops the integration without affecting phone service.
Related pages.
Business Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneContact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreCall Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsHigh Call Volume Teams
Queues, callbacks and analytics for teams that are always busy.
Learn more: High Call Volume TeamsFinancial Services
Advisor direct lines, call records and seasonal capacity for financial offices.
Learn more: Financial ServicesFrequently asked questions.
No. Some orgs start with logging only and add screen-pop later. Click-to-call depends on the rep's browser and desktop setup, so it is scoped separately.
Yes. Agents in 3CTel call queues get the same screen-pop and logging. Queue name and wait time can be included in the task so service managers see the context.
No. Those stay between you and Salesforce. The specialist tells you what the integration needs so you can check what your org already includes.
It is scoped per org. A specialist confirms which capabilities your edition and configuration support before activation, and nothing is billed until then.
Bring your Salesforce administrator to the planning call.
Together we confirm which of screen-pop, click-to-call and logging your org supports, test them on sample records and quote the result before activation.