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With Service Cloud Voice, when an agent makes a call using Connect, Service Cloud Voice creates a voice call record instead of a task record. That voice call record that can be related with an account, case, contact, lead, or opportunity record.
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Service Cloud Voice can only relate voice calls with account, case, contact, lead, or opportunity records. If your dial lists are built from different record types, such as tasks, by default the voice call cannot be related to the popped record using the Related Record field on the voice call. For information about working around this, see Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice. |
For information about configuring and using Connect for Service Cloud Voice, see Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice and Making calls with Connect (dialer) in Vonage Premier for Service Cloud Voice in Using Vonage Premier for Service Cloud Voice.