Using Vonage Premier for Service Cloud Voice, you can determine whether to automatically record outbound calls and which participants to include in the recording based on the prefix of the number that an agent dialed or on the value in the record that contains the dialed number.
Prefix-based call recording
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to record a call based on the prefix of the number that an agent dialed. You can also choose whether to record all participants or only the agent, or you can use the default settings for your account for which participants to record. For example, when making an outbound call to a specific geographical number, the call will be recorded. For information about configuring prefix-based call recording, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
Field-based call recording
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to record a call based on a field within a record that the agent wants to dial. You can also choose whether to record all participants or only the agent, or you can use the default settings for your account for which participants to record. For example, based on the value of the Location field on the contact record, the call may or may not be recorded. For more information about configuring field-based call recording, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
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The configuration only applies when the agent makes a call using Click to dial. |
Apex-based call recording
When using Vonage Premier for Service Cloud Voice, you can configure Apex code to determine whether or not to record an outbound call and which participants to include in the recording. For information about configuring Apex-based call recording, see Configuring automatic call recording for outbound calls using Apex with Vonage Premier for Service Cloud Voice.