Associate a Call from an Unknown Number to a Record

Occasionally, users will receive a call where the phone number is unknown, and there's no existing contact record in the database. In 24B, we have introduced a more intuitive and flexible user interface for associating unknown caller to a contact or lead. Now when there is an unknown caller to a Sales user, the user is navigated to a screen where they can associate the caller to a existing contact or lead, or they can create a new contact or lead. The Sales user can capture the details of the interaction and save it to the record.

  • Automates data capture and record association when contacted by unknown caller, reducing manual call logging effort and allowing teams to better focus on core tasks, improving operational efficiency.
  • Ensures no interactions from contacts or leads are missed by capturing details from calls with unknown numbers.

Steps to Enable

In order enable this feature, log in as Sales Administrator role (any user having access to Setup and Maintenance)

  1. Go to Setup and Maintenance
  2. Under Tasks > Search
  3. Search for "Manage Screen Pop Configuration" and drill down
  4. Modify the following then click Save and then Done
    1. Disable - Default Redwood Rule Set 
    2. Enable - Default Redwood Sales Rule Set 
    3. Enable - Default Redwood Sales Rule Set

Tips And Considerations

The ability to handle unknown callers is already present in the CX Sales application. However, this feature introduces a new user interface, enabling users to directly associate a call from an unknown number to an existing record, or to create a new contact or lead from it.

Key Resources

Documentation of existing functionality

https://docs.oracle.com/en/cloud/saas/sales/fadsu/create-a-new-contact-or-lead-from-an-unknown-caller.html#s20079044