Page Comparison

If enabled for your account, you can configure whether Vonage Contact Center should record an outbound call based on the value in a field in the record that contains the dialed number.

For example, Vonage Contact Center can automatically record the call when an agent calls a contact in the United Kingdom but not when the agent calls a contact in Spain. The location of the contact is indicated in a Country field in Salesforce. Vonage Contact Center will use the default call recording settings if no applicable rules are available.

...

• Specify which class Vonage Contact Center must use. You specify the class in the custom settings data for your org, profile or user. Type NVMContactWorldVCCCore.SelectCallRecordingByField in the Call Recording Selector Class field. For more information about configuring custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
• Assign ContactWorld Vonage Contact Center - Auto Call Recording user permission set to all agents and supervisors using this feature. For detailed information about this permission set, see ContactWorld Auto Call Recording user permissions.
• Assign the ContactWorld Supervisor permission set to any supervisor who needs to configure this feature. For detailed information about this permission set, see ContactWorld Supervisor permissions.
• Configure sharing settings for the Fieldthe Vonage Field-Based Callback Number Mapping object if you want to restrict the access different profiles have to other profiles' records. For information about sharing settings, see Salesforce help.
• If you are using Salesforce Lightning Experience, you must add the FieldVonage Field-Based Callback Number MappingsMappings tab to the applicable app or apps.

When your administrator has enabled the feature, you can create mappings. These map the value in specific fields to indicate whether to record the call or not. To create a new mapping, perform the following steps:

1. Go to the FieldVonage Field-Based Callback Number Mapping object tab, click FieldVonage Field-Based Callback Number MappingsMappings in the View list and click Go!. Any existing mappings appear.
2. Click New FieldVonage Field-Based Callback Number Mapping. A new Vonage Field-Based Callback Number Mapping record appears.

3. Provide the following information:. Ignore other fields.

   Field	Description	Example
   Mapping Name	A name for this mapping.	Call recording for VIP accounts
   Object	Using Click to dial, the type of Salesforce object that the agent has clicked to dial from. Using Connect, the type of Salesforce object on which the current dial entry is based.  The object type contains the field which will be used to make a decision of whether to start the recording or not (see below).	Account
   Field	The field on the Salesforce record that contains the value which the decision to record is based on. Note You must specify the full API name of the field, including the package name if relevant. For example, NVMContactWorld__CustomerPriority__c.	Account_type
   Value	The value that the field must contain to enable or disable call recording based on the Call Recording Enabled field. The Value field can contain any alphanumeric value or you can leave the field empty. If you do not provide a value in the Value field, if the field on the record is also empty, Vonage Contact Center will use the value in the Call Recording Enabled field to decide whether to record the call.	VIP	Presented Callback Number	For information about configuring callback numbers based on a field value, see Configuring field-based callback number selection.
   Call Recording Enabled	Determines whether or not Vonage Contact Center will automatically record outbound calls made to numbers with the configured prefix. Select to enable call recording. Clear to disable call recording.	Cleared

   
   

4. Click Save.
   Using the example values in step 3, when an agent makes an outbound call from an account with an Account_type of 'VIP' using either Click to dial or Connect, Vonage Contact Center won't start the call recording.
   In the absence of any other mappings, when an agent makes an outbound call, using Click to dial or Connect, from an account with any other value in the Account_type field or from any other object, Vonage Contact Center uses the default call recording settings.

...