Screen a Record

The PhoneTools Lightning Component gives you the screening result for every phone number on the record you are looking at, and a Screen button so you can check those numbers there and then rather than waiting for the next automatic run.

If you cannot see the card on your records at all, ask your administrator to add it. See Add the PhoneTools Component to a Record Page.

Screening the Record

1. Open the record you want to screen.
2. Find the Phone Numbers card. It lists each phone number held on the record, with a status icon beside it.
3. Select Screen.

The card is covered by a spinner reading "Screening record numbers" while PhoneTools works. Screening happens while you wait, so the wait is real but short, and the page refreshes itself with the new result when it finishes. There is nothing to reload and nothing to come back for later.

Hovering over the status icon beside a number gives you the result for each register, together with the date the record is next due. What each status means is covered in Phone Screening Statuses.

What Gets Screened

Screen screens every number on the record that your administrator has configured for screening, whether or not the record is due.

• Numbers in phone fields that are not configured for screening are not shown on the card and are not screened.
• Numbers your organisation's screening formula excludes are shown as Excluded from screening and are not sent to the registers.
• A number that has been screened recently is screened again. Screening the same record more than once in the same month does not use another lookup, so there is no reason to hold back if you want a fresh result before you dial.

If the record holds no number in any configured field, the card reads "This record has no screenable phone numbers." and there is no Screen button to press.

Note: A converted Lead is never screened, so pressing Screen on one produces no result. Screen the Account or Contact the Lead was converted into instead.

If Screening Reports a Problem

Where PhoneTools cannot complete the screen, it raises a red error message at the top of the page, which stays for about ten seconds before it clears. The text of the message is what PhoneTools was told went wrong.

Two are worth recognising:

• A message about your account having run out of credits means your organisation has used all of its screening lookups for that register. Nobody can screen until more are bought, so pass it to your Salesforce administrator.
• A message about not having the access required means your user does not have permission to write the screening result back to the record. Your administrator can put this right by granting the access described in Add the PhoneTools Component to a Record Page.

Neither is anything to worry about from the record's point of view. A record that could not be written to keeps the result it already had, and a record that failed because of credits is marked with an error status and stays due, so it is screened again as soon as the problem is fixed.

Good to Know

• Screening is not the only way a record gets checked. Your administrator can run screening in bulk and on a daily schedule, so most records are screened without anyone pressing anything. The Screen button is for the moment you want a result now.
• Editing a phone number on the record clears its screening result, and the card shows the number as Not Screened until it is screened again.
• A number that is clear on every register is shown as a link, so you can dial it from the card if you use a softphone. A number that is listed, unscreened or in error is deliberately left as plain text.