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 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 working as intended. For information about safely customizing ContactWorld and Salesforce, see Customizing ContactWorld NewVoiceMedia and Salesforce features after integrating ContactWorldNewVoiceMedia. |
Printable version of the checklist: Configuring ContactWorld NewVoiceMedia in Salesforce (optional tasks)
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 ContactWorld NewVoiceMedia features in Salesforce.
Optional tasks
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, 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.
Automate callback numbers for Click to dial*
If enabled for your account, you can configure ContactWorld to dynamically select a callback number. For more information about automating callback numbers, see Automating callback numbers for Click to dial.
Automate call recording for outbound calls*
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.
Configure 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.
Configure call recording annotation in Salesforce
If enabled for your account, you can configure the call recording annotation feature in Salesforce. For information about configuring call recording annotation, see Configuring call recording annotation in Salesforce.
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 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 conversation analyzer in Salesforce
If enabled for your account, conversation analyzer enriches the call recording player experience. For information about configuring the conversation analyzer in Salesforce, see Configuring conversation analyzer the Conversation Analyzer feature in Salesforce.
Configure disposition codes for ContactWorld 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 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 ContactWorld NewVoiceMedia in Salesforce.
Configure Salesforce record popping
If enabled for your account, you can configure various popping features. For information about configuring popping, see Configuring Salesforce record popping in ContactWorldNewVoiceMedia.
Configure 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.
Integrate ContactWorld with Salesforce1
You can use ContactWorld with Salesforce1. For information about integrating ContactWorld with Salesforce1, see Integrating ContactWorld with Salesforce1NewVoiceMedia with the Salesforce Mobile App.
Integrate with Salesforce Omni-Channel (Salesforce Classic only)
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 presence.
Post 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 Posting event messages to the Chatter feed.
Reconfigure 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 NewVoiceMedia in Salesforce to use an alternative node.
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