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When you have configured your ContactWorld 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 in Salesforce, see Configuring ContactWorld in Salesforce.As you configure advanced features for your ContactWorld and Salesforce integration, refer to this checklist to ensure that you complete all the required tasks. We recommend that you complete the tasks in the order presented.

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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 ContactWorld features in Salesforce.

Optional tasks

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You can use ContactWorld version 1.9 onwards with Salesforce1. For information about integrating ContactWorld with Salesforce1, see Integrating ContactWorld with Salesforce1.

Image RemovedIntegrate with Salesforce Omni-Channel (Salesforce Classic only)

Add an Activities tab (Salesforce Classic only)

By default, activity records are listed within the Activity History (Salesforce Classic) or Past History (Salesforce Lightning Experience) sections in their related Salesforce objects. If you are using Salesforce Classic, and if enabled for your account, you can integrate your ContactWorld 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.

Image RemovedConfigure advanced popping

If enabled for your account, you can configure advanced popping features using Salesforce SoftPhone layouts. For information about advanced popping, see Configuring advanced popping.

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you might want to add an Activities tab to help you locate all activities in a view. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.

Image AddedAutomate callback numbers for Click to dial*

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If enabled for your account, you can configure ContactWorld to automatically record outbound calls. For more information about automating call recording, see Automating call recording for outbound calls.

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Image AddedConfigure advanced popping

If enabled for your account, you can configure advanced popping features using Salesforce SoftPhone layouts. For information about advanced popping, see Configuring advanced popping.

Image AddedConfigure call logging in task records*

If enabled for your account, you can configure pages so that agents can add notes to a task record from within an open Salesforce object. For information about configuring pages, see Configuring call logging in task records or Configuring page layouts for adding and displaying call notes in Lightning Experience.

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Configure call recordings in task records

By default, to listen to call recordings, supervisors must log in to the Call Recordings module in ContactWorld. Alternatively, you can provide a link way for agents to access or listen to the call recording from within the related Salesforce task record. For information about adding a call recording link, see Adding a call recording link to Salesforce tasks.

Image RemovedEmbed a call recording player in Salesforce tasks

By default, to listen to call recordings, supervisors must log in to the Call Recordings module in ContactWorld. Alternatively, you can embed a call recording player within the related Salesforce task recordYou can also enable agents to rate the quality of the call recording. For information about embedding call recording player, see Embedding a call recording player in Salesforce tasks.

Image RemovedAdd field for scoring call quality

You can rate the call recording using the custom field Interaction Quality. For information about adding a field for scoring call quality, see Adding a field for scoring call quality.

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configuring call recordings in Salesforce tasks, see Configuring call recordings in task records.

Image AddedConfigure scheduled callbacks (Salesforce Classic only)

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.

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By default, activity records are listed within the Activity History (Salesforce Classic) or Past History (Salesforce Lightning Experience) sections in their related Salesforce objects. If you are using Salesforce Classic, you might want to add an Activities tab to help you locate all activities in a view. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.

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Integrate ContactWorld with Salesforce1

You can use ContactWorld with Salesforce1. For information about integrating ContactWorld with Salesforce1, see Integrating ContactWorld with Salesforce1.

Image AddedIntegrate with Salesforce Omni-Channel (Salesforce Classic only)

If you are using Salesforce Classic, and if enabled for your account, you can configure ContactWorld to post to the Chatter feed when an agent creates a callback. For information about configuring Chatter feed posts, see Configuring posting to the Chatter feed when creating callbacks.

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integrate your ContactWorld 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.

Image AddedPost a message to the Chatter feed when an agent adds notes or creates a callback* (Salesforce Classic only)

If you are using Salesforce Classic, you can configure ContactWorld to post to the Chatter feed when an agent adds notes or schedules callbacks. For information about configuring Chatter feed posts, see Configuring posting Posting event messages to the Chatter feed when adding notes.

Image RemovedPopulate the Due Date field on task records*

For information about populating the Due Date field on task records, see Populating the Due Date field on task records.

Image RemovedEnable agents to relate calls to multiple Salesforce records*

For information, see Enabling an agent to relate a call to multiple records.

Image AddedReconfigure ContactWorld in Salesforce for disaster recovery

Sometimes, usually for disaster recovery, you will need to migrate your ContactWorld account to an alternative node. For information about reconfiguring ContactWorld in Salesforce for disaster records, see Reconfiguring ContactWorld in Salesforce to use an alternative node.

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