When you have configured your ContactWorld NewVoiceMedia and Salesforce integration, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for ContactWorld NewVoiceMedia in Salesforce, see Configuring NewVoiceMedia in Salesforce.
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| If you want to customize your installation beyond the features described, you must proceed with caution. Some changes can stop ContactWorld NewVoiceMedia working as intended. For information about safely customizing ContactWorld NewVoiceMedia and Salesforce, see Customizing NewVoiceMedia and Salesforce features after integrating NewVoiceMedia. |
Printable version of the checklist: ConfiguringAdvancedFeaturesforContactWorldinSalesforceConfiguringAdvancedFeaturesforNewVoiceMediainSalesforce.pdf
Custom settings
To configure some of the optional features, you must configure some custom settings. These optional features are indicated by an asterisk (*). For information about configuring custom settings, see Configuring custom settings for optional NewVoiceMedia features in Salesforce.
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If enabled for your account, you can configure ContactWorld NewVoiceMedia to dynamically select a callback number. For more information about automating callback numbers, see Automating callback numbers for Click to dial.
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If enabled for your account, you can configure ContactWorld NewVoiceMedia to automatically record outbound calls. For more information about automating call recording, see Automating call recording for outbound calls.
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By default, to listen to call recordings, supervisors must log in to the Call Recordings module in ContactWorld NewVoiceMedia. Alternatively, you can provide a way for agents to access or listen to the call recording from within the related Salesforce task record. You can also enable agents to rate the quality of the call recording. For information about configuring call recordings in Salesforce tasks, see Configuring call recordings in task records.
Configure
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Conversation Analyzer in Salesforce
If enabled for your account, conversation analyzer Conversation Analyzer enriches the call recording player experience. For information about configuring the conversation analyzer Conversation Analyzer in Salesforce, see Configuring the Conversation Analyzer feature in Salesforce.
Get started with NewVoiceMedia Conversation Analyzer Analytics
If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your NewVoiceMedia account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when. For information about setting up Conversation Analyzer Analytics, see Getting started with NewVoiceMedia Conversation Analyzer Analytics.
Configure disposition codes for
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NewVoiceMedia in Salesforce*
If you want to enable agents to provide a disposition code for their interactions, you must create and configure a disposition code field. If the enforced disposition codes feature is enabled for your account, you can also prevent ContactWorld NewVoiceMedia assigning another interaction to an agent before the agent has provided a disposition code for their previous interaction. For information about configuring call recordings in Salesforce tasks, see Configuring disposition codes for NewVoiceMedia in Salesforce.
Configure multi-interaction routing
To use multi-interaction routing, both the multi-interaction routing and NewVoiceMedia omni-channel features must be enabled for your account. Contact your account manager if you want to enable these features for your account. You can then configure omni-channel for NewVoiceMedia by integrating with Salesforce Omni-Channel presence or Salesforce external routing. For information about configuring multi-interaction routing, see Configuring multi-interaction routing.
Configure Salesforce record popping
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If you are using Salesforce Classic, and if enabled for the account, an agent can schedule a callback. For information about configuring this feature, see Configuring scheduled callbacks.
Create NewVoiceMedia user accounts for existing Salesforce users
If enabled for your account, you can create many NVM users at the same time from within Salesforce. Creating the users from Salesforce automatically links these new NVM users to your existing users; you do not need to manually link them. The process creates the new NVM users using an existing user as a template. The new users share the template user's settings (skills, groups, permissions, and so on). You no longer need to manually assign permissions or skills, or add the users to groups when you create the users. For information about creating NVM user accounts for existing Salesforce users, see Creating NewVoiceMedia user accounts for existing Salesforce users.
Integrate
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NewVoiceMedia with Salesforce1
You can use ContactWorld NewVoiceMedia with Salesforce1. For information about integrating ContactWorld NewVoiceMedia with Salesforce1, see Integrating NewVoiceMedia with the Salesforce Mobile App.
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If you are using Salesforce Classic, and if enabled for your account, you can integrate your ContactWorld NewVoiceMedia agents' states with Salesforce Omni-Channel's presence statuses to ensure the work is routed to the agents effectively. For information about integrating with Salesforce Omni-Channel, see Integrating with Salesforce Omni-Channel presence.
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If you are using Salesforce Classic, you can configure ContactWorld NewVoiceMedia to post to the Chatter feed when an agent adds notes or schedules callbacks. For information about configuring Chatter feed posts, see Posting event messages to the Chatter feed.
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Process task creation failures
Occasionally NewVoiceMedia fails to create a task after a call, generally in Salesforce orgs running a large number of competing processes. Failing to create a task loses the information provided by the agent in the Log a Call area. If enabled for your account, NewVoiceMedia automatically retries creating the task. If this second attempt fails, you can process the task creation yourself. For information about processing task creation failures, see Processing task creation failures.
Reconfigure NewVoiceMedia in Salesforce for disaster recovery
Sometimes, usually for disaster recovery, you will need to migrate your ContactWorld NewVoiceMedia account to an alternative node. For information about reconfiguring ContactWorld NewVoiceMedia in Salesforce for disaster records, see see Reconfiguring NewVoiceMedia in Salesforce to use an alternative node.
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