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When an agent makes or receives a call, if call recording is enabled, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in ContactWorldVonage Contact Center. To access the call recordings, you must log in at ContactWorld to Vonage Contact Center and locate the recording in the Call Recordings module. Alternatively, you can add a link to the recording in the Salesforce task record that is created at the end of the call. You can then use this link to go directly to the call recording in ContactWorldVonage Contact Center.

You can also embed a call recording player in task records. For information about embedding a call recording player, see Embedding the call recording player in Salesforce tasks.

To add a link to the relevant call recording in ContactWorldVonage Contact Center, perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the Build section, expand Customize and then Activities.
3. In the expanded list of items, click  Activity Custom Fields . Activity Fields appears.within Setup in Salesforce.

4. Click New. New Custom Field appears.

5. In the Data Type section, click Formula. Click Next. Step 2 appears.

6. Give the field a label, for example, Call recording link.

   Section Column

   width	60%

   In Formula Return Type section, click Text.

    Click 

    Click Next. Step 3 appears.

   Columnwidth

   40%

   Image Removed

7. Click the Advanced Formula tab.

8. Section Column

   width	60%

   Copy and paste the following code in to the Call recording link (text) = field:
   IF(CallObject = "", "", HYPERLINK("https://

   cloudx.contact-world.net

   ***.cc.vonage.com/callcentre/callAnalytics/

   playaudiomatch.aspx?guid=

   Call/" & CallObject & "

   &start=0&matched=

   ", "Call Recording"))

   Image Removed

   Replace *** in the URL with the correct subdomain for your region:

   Note
   The URL in the example code accesses call recordings on Cloud x. To access call recordings on the appropriate cloud, you must provide the number of the cloud you are using in place of the x. For example, to access the call recordings on Cloud 12345, use https://cloud12345.contact-world.net/callcentre/callAnalytics/playaudiomatch.aspx?guid=.
   Column
   width 40%

   Insert excerpt
   _ExcerptVCCRegions _ExcerptVCCRegions nopanel true

   Provide the following information:

   Field	Description
   Description	The description of the field, for future reference. For example, Displays a link to the call recording link in

   ContactWorld

   Vonage Contact Center.
   Help Text	Help text that appears alongside the field. For example, Click to access the call recording.

   Click Next

   . Click Next. Step

   . Step 4 appears.

9. Grant edit access to the field to user profiles as required.

   Click the Visible check boxes alongside the names of the appropriate profiles. Click Next. Step 5 appears.

10. Add the new field to the page layouts as required.

    Click Save. The field is saved.

The custom call recording link field now appears in activity records for the selected profiles. You can move the field on the page layout or layouts if required.

...

For information about editing the page layout, see Salesforce help.