You can add these fields to the page layout of Salesforce task objects. The ContactWorld Vonage Contact Center managed package installs the custom fields into Salesforce.
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Task record field
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The latest version of Vonage Contact Center in Salesforce contains the listed fields. If you do not have the latest version, your installation may not have all the fields.
Custom fields
Task record field | API name | Description of use | Example |
|---|
ACD | NVMContactWorld__ACD__c | Inbound: The name of the |
applet (queue) that delivered the caller to the agent. | ACD Payments |
| Call Ring Time | NVMContactWorld__CallRingTimeInSeconds__c | Inbound: The time between the agent's phone starting to ring and the agent answering the call. Outbound: The time between the customer's phone ringing and the customer answering the call |
For information about upgrading, see Upgrading from ContactWorld version 2.8.3-2.8.7 to 2
. |
| Call Talk Time | NVMContactWorld__CallTalkTimeInSeconds__c | Inbound: The time that the customer spent connected to an agent or agents. Outbound: The time between the customer answering their phone and the call finishing. |
Requires Contact World version 2.8.3 or above in Salesforce.
For information about upgrading, see Upgrading from ContactWorld version 2.8.3-2.8.7 to 2.8.8 in Salesforce.
| Call Was Recorded | NVMContactWorld__Was_Call_Recorded__c | Indicates if call was recorded. |
Requires Contact World version 2.8.3 or above in Salesforce.
| ContactWorld Number | NVMContactWorld__ContactWorld_Number__c | Inbound: The ContactWorld telephone number that received the call. | 09876543210 |
Customer Number | NVMContactWorld__Customer_Number__c | Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank. | 07777888888 |
CW Call End Time | NVMContactWorld__CW_Call_End_Time__c | The time the call ended in ContactWorld |
. Use this value to help |
locate call recordings with the |
Recording Archive (UK time). | 09/05/2014 12:45 |
CW Call Start Time | NVMContactWorld__CW_Call_Start_Time__c | Inbound: The time the call was received by ContactWorld (UK time). This field helps finding call records within statistics and downloads. | 09/05/2014 12:43 |
| Interaction Quality | NVMContactWorld__InteractionQuality__c | The rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10. |
Service Name | NVMContactWorld__Service_Name__c | Inbound call: The service name associated with the ContactWorld Number |
, as set by your call |
center administrator. | Payments Line |
Standard fields
Task record field | Description of use | Example |
|---|---|---|
Assigned To |
| The |
| Salesforce user |
| that represents the last agent that dealt with the call. | ||
Call Duration | Duration of the call, from start to finish, in seconds. Inbound: Call Duration for inbound calls includes the time from which the first agent answers the call to the time at which the call is ended. Outbound: Call Duration for outbound calls includes the time from which the first agent answers the call to the time at which the call is ended. | 48 |
Call Object Identifier | The ContactWorld GUID (Global Unique Identifier) for the call record. | 286facf4-3deb-421c-bdeb-521c3deb521c |
| Call Result |
Call Type | Direction of the call (inbound or outbound). | Inbound |
| Comments |
| Created By |
| Due Date | The date when the call ended (in the agent's timezone).
| |||
| Last Modified By | ||||
Name | Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available. | Joe Bloggs |
| Phone |
| Priority |
| Recurrence Interval |
Related To | Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used. | PotentialCustomer.com |
| Repeat This Task |
| Status | The status of the call. The value of Status is always Completed. | |
| Subject | Direction of the call (inbound or outbound) and the caller's telephone number. | Inbound call from |
| 01234567890 |
| Type |