PhoneTools (v2.4 onwards): How does TPS and CTPS screening work in Salesforce?


PhoneTools is a quick-to-launch TPS and CTPS screening solution for Salesforce CRM allowing your organization to assist with PECR compliance in minutes. The solution is built solely for Salesforce, by Salesforce experts.

Out of the box

Out of the box, PhoneTools supports the following objects:

  • Accounts
  • Contacts
  • Leads

This means that we have already:

  1. Provided a custom trigger for each object
  2. Created the required functional fields for each object
  3. Configured the default phone fields in the “Fields to Screen” settings

This means if you’re using any of the objects and fields listed above, it’s a swift process to implement. If you’re not using the above objects or fields then don’t panic, we cover how to configure PhoneTools for these scenarios too!

How TPS and CTPS screening in Salesforce works

PhoneTools will screen any phone field that is configured in the package’s “Fields to Screen” settings. This means there is no code required to implement (with the exception of a formula if you would like to set up screening criteria, but we’ll cover this later!).

Each object that contains phone fields that need screening against the TPS and/or CTPS database must contain three custom functional fields to track the phone fields’ TPS and CTPS statuses. These fields will also identify when the next screen is due, and provide a summary status for the whole record. A description of these three fields can be seen below:

  • Phone Status Field – provides a record status that summarizes the screening results of the configured phone fields. See more information about the record statuses.
  • Next Screen Due Field – when a record is screened, a date stamp is added 21 days in the future. This will indicate when the record next needs to be screened. (You will not be charged any extra for screening a record more than once a month.)
  • Screening Results Field – a JSON output listing the results for each screened field. This is perfect if you’re interested in doing some custom development on top of the solution.

When a phone number is updated on a record, all three functional fields are set to NULL on the record. This indicates that the record needs screening. This can either be screened manually by your users, or have it automatically screened with a batch job.

When a record is screened, each of the functional fields will be updated in accordance with the response from the PhoneTools service.

How can my users tell what’s safe to call?

A Lightning component needs to be added to the users’ record app pages. This provides a breakdown of the statuses for each configured phone field to screen. See more information about the phone statuses.

The Phone Status Field noted earlier in will also contain a summary status for each record. This can be used in reports to quickly identify records that have all numbers listed on either database, no number listed on either database, or records that contain some numbers that are listed on either database.

Back to the PhoneTools (v2.4 onwards) installation walkthrough

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