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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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*
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You can use ContactWorld with Salesforce1. For information about integrating ContactWorld with Salesforce1, see Integrating NewVoiceMedia with Salesforce1the 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)
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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 see Reconfiguring NewVoiceMedia in Salesforce to use an alternative node.
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