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How does Vonage Contact Center use task records in Salesforce?
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| If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well. |
A task record includes the following information:
| Field | Description |
|---|---|
| Assigned To | The last agent that dealt with the call. |
| Status | The status of the call is always Completed. |
| Call Type | Inbound or outbound. |
| ContactWorld Number | The number that the customer dialed. |
| Service Name | The name of the service associated with the dialed number. |
| Customer Number | The caller's telephone number. |
| ACD | The applet that routed the call to the agent. |
| CW Call Start Time | The start time of the call. |
| CW Call End Time | The end time of the call. |
| Call Duration | The duration of the call. |
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In previous versions of ContactWorld in Salesforce, the Due Date field in the task record was populated with the date of the call. In the current version, the field is not populated. If you want to populate the field as in previous versions, you must create a task trigger. For information about creating a task trigger, see Creating a task trigger to populate Due Date field on task records. |
The task record also contains information that the agent or agents add during the call. For information on adding information to tasks, see Adding notes during a call. Multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occurred during the call are logged along with any information that the agent added during those events. The events and information added in the notes field appear in the Call Notes section.
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Activity History in a record in Salesforce Classic
Past Activity in a record in Salesforce Lightning Experience
VCC logs multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occur during the call. These events appear in the Call Notes section of a task record.
If enabled and configured for your account, agents can add information to the task record during the call. This information appears within the relevant event in the Call Notes section. For information about configuring pages for call notes, see Configuring call logging in task records. For information about adding information to tasks, see Logging a call during the call.
Task record in Salesforce Classic
Task record in Salesforce Lightning Experience
For a full list of fields on a task record, see Task record fields.
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Salesforce record typesYou can alsomanually create a task record to log a call from various Salesforce records, including Leads, Contacts, and Accounts. Salesforce Interaction LogsIf you currently use Salesforce Interaction Logs to log calls, Salesforce creates an additional task record when the call ends. ContactWorldVCC adds the unique ID of the call (the call GUID) to this additional task record to link this and the original task together. You can choose to keep the duplicate tasks or merge them using custom workflow. |
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}Task subjectBy default task records have a subject of 'Outbound call to xxxxx' or 'Inbound call from xxxxx'. You can enable agents to override the default subject by adding Subject as one of the additional fields in Log a Call area. For more information see Customizing the Log a Call area. Task record typesIf you are using task record types, VCC does not allow you to specify that record type used when creating task records. VCC uses the default record type assigned to the API user's profile. Ensure that the API user has the required task record type assigned. For information about task record types, see Salesforce help. Converting a Lead to a ContactIf you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, VCC automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, VCC relates the task to the Opportunity as well. |