When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in ContactWorld. To access the call recordings, you must log in to ContactWorld and locate the recording in the Call Recordings module. Alternatively, you can embed a call recording player in Salesforce task records that are created at the end of calls. This player automatically plays the relevant call recording when you access the Salesforce task record. You can also add links to call recordings to task records. For information about adding call recording links, see Adding a call recording link to Salesforce tasks. |