Unaric Voice includes a built-in dial pad inside the softphone, giving agents the flexibility to both dial numbers manually and interact with IVR systems (e.g. “press 1 for Sales, 2 for Support”).

Whether reaching out to a new contact or responding to an external number, users can type directly on their keyboard or click the dial pad. The same interface can also be used for IVR selections, so there’s no need to switch back to a desk phone or phone app. The process is fast, intuitive, and keeps agents focused inside Salesforce.

As soon as a number is dialed, Unaric Voice performs a reverse number search in Salesforce to find a matching record. If a match is found, the associated contact, lead, or account is displayed in the softphone.

This gives agents instant caller context - even when dialing manually - helping them prepare for the conversation and ensuring activity tracking is accurate.

After dialing, the call is tracked and logged just like any other call placed through Unaric Voice.

Agents can assign the call to an existing record, take notes, select a call result, and trigger follow-up tasks. If no record is matched, they can create a new lead or contact directly from the SoftPhone - ensuring no call is left undocumented.