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 NewVoiceMedia and Salesforce features after integrating NewVoiceMedia. |
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If enabled for your account, you can configure pages and console apps 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 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 NewVoiceMedia in Salesforce.
Configure
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If enabled for your account, you can configure the Quality Management feature in Salesforce. For information about configuring Quality Management, see Configuring call recording annotation in Salesforce.
Configure Salesforce record popping
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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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