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How to use CRM Call Routing (Salesforce.com)
Why don't my calls update instantly within Salesforce.com?
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Calls must be more than 20 seconds in length
Calls must have a known source / destination within Salesforce.com (i.e. they must match a contact, opportunity, lead, or account phone number)
If the source / destination is an extension on the Fonality phone system, that extension must have an existing logical mapping between Fonality extension & Salesforce.com username.