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The information presented below is valid for NewVoiceMedia version 19.121 |
Custom objects
When you install NewVoiceMedia into Salesforce the following custom objects are installed:
| Name | Use |
|---|---|
| AccountFeatures__c / AccountFeaturesList__c | Protected custom settings (internal) |
| AuxLock__c | Internal |
| Background_Action__c | Internal |
| CallEndEvent__c | Internal |
| CaseRoutingRequest__c | Internal |
| CLID_Prefix_Mapping__c | Configures local presence for callback numbers |
| ContactWorldToken__c | Internal |
| DispositionCodes__c | Configures disposition code mappings. |
| Field_Based_CLID_Mapping__c | Configures field-based callback numbers |
| IncomingCallPoppingSettings__c | Deprecated |
| InteractionEvent__c | Internal |
| InteractionEventNote__c | Internal |
| Log__c | Internal |
| NvmNodes__c | Custom settings for Case routing |
| NvmRouting__c | Custom settings for Case routing |
| Poly__c | Internal |
| Secret__c | Used for configuring NewVoiceMedia API secrets |
| Settings__c | Custom settings for integration with NVM NewVoiceMedia |
Custom fields
In addition, the following custom fields are created on standard objects:
| Parent object | Name | Type | Use | ||
|---|---|---|---|---|---|
| Activity | Various | For information about custom activity (task) fields, see Task record fields. | |||
| Case | EmailSentTo__c | Text (255) | The email address to which the agent sent an email relating to the current case. The content of this field is presented in ContactPad on the information panel while the agent is working on the case.
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| Case | NVMAccountOverride__c | Text (255) | Override: when a Salesforce organisation is linked to several NewVoiceMedia accounts, this should be used to indicate the correct account to which to route the case. For more information, see Creating a workflow rule that sets the Vonage Contact Center account used to route cases. | ||
| Case | NVMCaseOrigin__c | Text (50) | The content of this field is presented in ContactPad on the information panel when a case is assigned to an agent. For example, Email. For more information, see Creating a workflow rule that routes new cases. | ||
| Case | NVMNodeOverride__c | Text (255) | Used to override the NewVoiceMedia node a case routing request is sent to. For more information, see Overriding the Vonage Contact Center node used to route cases. | ||
| Case | NVMOverrideCaseOwnerTimeoutLoggedIn__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged in. For more information, see Creating a field update that overrides routing timeouts. | ||
| Case | NVMOverrideCaseOwnerTimeoutLoggedOut__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged out. For more information, see Creating a field update that overrides routing timeouts. | ||
| Case | NVMRoutable__c | Checkbox | Used to determine whether a case should be routed to an agent through NVM. For more information, see Creating a workflow rule that routes new cases. | ||
| Case | RoutePlanIdentifier__c | Text (40) | The route plan in NewVoiceMedia that the case should be routed to. For more information, see Creating a workflow rule that routes new cases. | ||
| Case | Skills__c | Text (255) | A list of mandatory, optional or expiring skills with which this case will be tagged. For more information, see Updating a workflow rule to tag a case with required skills. | ||
User | MostRecentCall__c | Text (128) | Internal | ||
User | MostRecentCallEventTimestamp__c | DateTime | Internal | ||
User | MostRecentCallIsActive__c | Checkbox | Internal | ||
| User | NotesCollapsed__c | Checkbox | Internal | ||
User | NVM_Agent_Id__c | Text (11) | NVM Agent Id (NVM_Agent_Id__c) is the ID of the agent in NewVoiceMedia. You must set the NVM Agent Id field to the correct ID to ensure that call tasks are assigned to the correct Salesforce user. If an agents ID in NewVoiceMedia is 1234, you must set the NVM Agent Id on that agent's Salesforce user record to 1234. |
VisualForce pages
The following VisualForce pages are added:
| Name | Use |
|---|---|
| CallRecordingPlayer | Optionally add to Task layouts to display the call recording player component. |
| CreateCallbackAction | Publisher action to schedule a callback. |
| DispositionCodeManagement | Used for configuring disposition code mappings. |
| IncomingCallPopping | Deprecated |
| InteractionInfo | Deprecated |
| LogACallAction | Publisher action to take notes for a call and link the call to a Salesforce object. |
| LogViewer | Deprecated |
| MobileAccountDialPage | Salesforce1 page to initiate a dial action from an account. |
| MobileContactDialPage | Salesforce1 page to initiate a dial action from a contact. |
| MobileLeadDialPage | Salesforce1 page to initiate a dial action from a lead. |
| MobileOpportunityDialPage | Salesforce1 page to initiate a dial action from an opportunity. |
| NVM_AgentUI | Deprecated |
| NVM_AgentUI_ClickToDialInitiator | Deprecated |
| NVM_AgentUI_ClickToDialSecurityToken | Deprecated |
| NVMMultichannelSetup | Sets up the actions to enable case routing. |
| QualityManagement | Optionally add to the Task layout to display the quality management component. |
| SecretsManagement | Used for configuring NewVoiceMedia API secrets. |
| TaskNotesViewer | Displays the call notes inside a task record. |
| UserCreation | Used for creating users in NewVoiceMedia from Salesforce users. |
Lightning components
The following global Lightning components are added:
| Name | Use |
|---|---|
| CallNotesViewer | When added to a Task page, the component displays call notes. |
| LogACall | Component that enables agents to log call notes. |
Page layouts
The following page layouts are added:
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