---
schema_version: "1"
id: 77fdd20a60873287e25461f2aea4bdb747ea1e44ad54494bc85d4395ac10408c
title: Use a Softphone in the Salesforce Console in Salesforce Classic
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/console2_cti.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.console2_cti.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f1643465af03f853da699434737509da96fec8b07a4c5ac568e66145c6834aa4
description: A softphone in a console lets you view records related to phone calls, as well as receive, place, and transfer calls.
products:
  - Salesforce Platform
  - Service Cloud
  - Sales
release: "264"
---
# Use a Softphone in the Salesforce Console in Salesforce Classic

A softphone in a console lets you view records related to phone calls, as well as receive, place, and transfer calls.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3359e78">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3359e78 ">To view and use the softphone:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3359e78 ">Member of a call center</td>

          </tr>
        </tbody>
      </table>

You can access a softphone if you're assigned to a call center.

- Click ![SoftPhone button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/phone.png) to display a softphone from the footer of a console.
- Use the interaction log to write notes in call logs. A call log is an activity record that automatically generates when you use a softphone, and it tracks the phone number, caller, date, time, and duration of the call. You can view call logs in the Activity History related list of any record associated with the call.

Data doesn't always save properly when you: (1) Refresh your browser during a call; (2) use a softphone in multiple browsers simultaneously; (3) switch to a softphone in a browser without a console.

You can hide the softphone by clicking ![SoftPhone button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/phone.png), but you can’t move it away from the footer of a console. You can also resize the height of a softphone by dragging the bar on top of it. When you click **End Call**, any updates you've made to the interaction log are saved before the call ends.

#### See Also

- [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&type=5&language=en_US)
- [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&type=5&language=en_US)
- [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.")