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width | 60% |
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If enabled for your account, you can create a custom rule that determines whether
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Vonage Contact Center records a call based on the outbound, or dialed, number.
The custom rule that you create takes precedence for individual calls over your
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default Vonage Contact Center account settings. You can use this feature in various ways depending on how your Salesforce org is set up.
Your custom
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rule applies to all outbound calls, whether they were initiated using Connect
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or Click to dial
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.
To automate outbound call recording,
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create a custom Apex class that implements the
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VCCCore.
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ISelectCallRecording
interface and defines the
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GetIsCallRecordingRequired
method. Your
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GetIsCallRecordingRequired
method must describe the logic that determines whether or not to record the call for a given number
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and return a
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VCCCore.CallRecordingResult
object that
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tells Vonage Contact Center the outcome.
Note |
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When using this feature you should make sure that your default account configuration complies with any regional legislation. |
To create the custom class,
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familiarize yourself with creating Apex classes in Salesforce. For information on creating Apex classes, see Salesforce help.
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VCCCore.
ISelectCallRecording
interface definition:
global interface ICustomValueProviderISelectCallRecording {
StringVCCCore.CallRecordingResult GetCustomValueGetIsCallRecordingRequired(String contextclickToDialJson);
}
The context
contains clickToDialJson
contains the outbound phone number in JSON format: {"outboundNumber":"4155551212"}
. You do not need to provide context
because ContactWorld clickToDialJson
because Vonage Contact Center passes the value to the method for you when an agent initiates an outbound call. The GetCustomValue method The GetIsCallRecordingRequired
method in your class must return a String VCCCore.CallRecordingResult
object.
Note |
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When creating your new class, you must declare both the class and the method as global so that the ContactWorld Vonage Contact Center managed package can access the class and invoke the method. To get the When you have created your class, you must ensure that ContactWorld Vonage Contact Center uses the class. For information about configuring the class that ContactWorld Vonage Contact Center uses to automate call recording, see Configuring custom settings for optional ContactWorld Vonage Contact Center features in Salesforce. |
ContactWorld Vonage Contact Center uses the value of values in the returned String CallRecordingResult
object to determine whether or not to record the call:
Value | Data Type | Description |
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isRecordingRequired | Boolean |
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isError | Boolean | If true, isError indicates to Vonage that an error occurred in your custom code. |
errorMessage | String | If isError is true, this string should contain a useful error message. |
Constructors available on VCCCore.CallRecordingResult
:
global CallRecordingResult(Boolean isRecordingRequired)
global CallRecordingResult(Boolean isError, String errorMessage)
If an error occurs when an agent makes a call that triggers the apex code, a message appears in the agent's ContactPad. This message alerts them that the default call recording settings for the account have been applied and suggests that they contact their system administrator.
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In our example, the dialed number for the outbound call is supplied to the implementing class as the
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