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James Henderson 11James Henderson 11 

personal account softphone layout

I've has personal accounts enabled for my developer organisation, and I am trying to setup the softphone layout.

Compared to before I enabled personal accounts, I now have two additional objects Account and Personal Account (this means I get two objects named Account). None of the objects appear to have the fields for the personal accounts for example BirthDate

For Personal Account i see the following fields

Type, Billing Street, Billing City, Billing State/Province, Billing Zip/Postal Code, Billing Country, Billing Latitude, Billing Longitude, Billing Geocode Accuracy, Shipping Street, Shipping City, Shipping State/Province, Shipping Zip/Postal Code, Shipping Country, Shipping Latitude, Shipping Longitude, Shipping Geocode Accuracy, Phone, Fax, Account Number, Website, SIC Code, Industry, Annual Revenue, Employees, Ownership, Ticker Symbol, Description, Rating, Account Site, Data.com Key, Clean Status, Account Source, D-U-N-S Number, Tradestyle, NAICS Code, NAICS Description, Year Started, SIC Description, Customer Priority, SLA, Active, Number of Locations, Upsell Opportunity, SLA Serial Number, SLA Expiration Date, Level, Languages, Account Name

For both Accounts I see

Account Name, Type, Billing Street, Billing City, Billing State/Province, Billing Zip/Postal Code, Billing Country, Billing Latitude, Billing Longitude, Billing Geocode Accuracy, Shipping Street, Shipping City, Shipping State/Province, Shipping Zip/Postal Code, Shipping Country, Shipping Latitude, Shipping Longitude, Shipping Geocode Accuracy, Phone, Fax, Account Number, Website, SIC Code, Industry, Annual Revenue, Employees, Ownership, Ticker Symbol, Description, Rating, Account Site, Data.com Key, Clean Status, Account Source, D-U-N-S Number, Tradestyle, NAICS Code, NAICS Description, Year Started, SIC Description, Customer Priority, SLA, Active, Number of Locations, Upsell Opportunity, SLA Serial Number, SLA Expiration Date, Level, Languages

Hence no difference between the objects.

I then attempt to get the softphone layout using the api for lightning and classic (I see similar results) sforce.opencti.getSoftphoneLayout & sforce.interaction.cti.getSoftphoneLayout, this only returns Account, and Personal Account is not returned in the softphone layout. If personal account is the only object configured in my softphone layout, no objects are returned.

Is the softphone layout not supported for personal accounts?

Best Answer chosen by James Henderson 11
Khan AnasKhan Anas (Salesforce Developers) 
Hi James,

I trust you are doing very well.

Person accounts are the combination of Account and Contact object.
After Activation of Person Account, all the Standard fields of Account & Contact will be available with some few exceptions.

When you create person account, MailingStreet from Contact becomes PersonMailingStreet on Person Account. You will access those fields PersonMailingCountry, PersonMailingCity, etc from API but in UI you will see Account and Contact related fields.

Please refer to below links for more information on Person Account.

https://blog.jeffdouglas.com/2010/06/22/working-with-person-accounts-in-salesforce-com/

https://help.salesforce.com/articleView?id=account_fields.htm&type=5

https://success.salesforce.com/answers?id=9063A000000l5t5QAA


Also, softphone layout is supported for person account. You can refer to below links which might help you further with the above issue.

http://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/softphone_layout.html

http://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/person-accounts.html


I hope it helps you.

Kindly let me know if it helps you and close your query by marking it as solved so that it can help others in future.

Thanks and Regards,
Khan Anas