Disclaimer
Any items marked as Internal are used by ContactWorld. These objects may change between releases of ContactWorld, so no detailed information is provided. Customers must never modify or report on these objects, because that may affect the stability of the product. For information about customizing your installation of ContactWorld safely, see Customizing NewVoiceMedia and Salesforce features after integrating NewVoiceMedia.
Version information
The information presented below is valid for ContactWorld version 17.121
Custom objects
When you install ContactWorld into Salesforce the following custom objects are installed:
| Name | Use |
|---|---|
| AccountFeatures | Protected Custom Settings (internal) |
| Background_Action | Internal |
| CallEndEvent | Internal |
| CaseRoutingRequest | Internal |
| CLID_Prefix_Mapping | Configures local presence for callback numbers |
| ContactWorldToken | Internal |
| Field_Based_CLID_Mapping | Configures field-based callback numbers |
| IncomingCallPoppingSettings | Deprecated |
| InteractionEvent | Internal |
| InteractionEventNote | Internal |
| NvmNodes | Custom settings for Case routing |
| NvmRouting | Custom settings for Case routing |
| Settings | Custom settings for integration with NVM ContactWorld |
Custom fields
In addition, the following custom fields are created on standard objects:
| Parent object | Name | Type | Use |
|---|---|---|---|
| Activity | Various | For information about custom activity (task) fields, see Task record fields. | |
| Case | EmailSentTo__c | Text (255) | The email address to which the agent sent an email relating to the current case. The content of this field is presented in ContactPad on the information panel while the agent is working on the case. The display of the value in ContactPad is currently not working. |
| Case | NVMAccountOverride__c | Text (255) | Override: when a Salesforce organisation is linked to several ContactWorld accounts, this should be used to indicate the correct account to which to route the case. For more information, see Creating a workflow rule that sets the NewVoiceMedia account used to route cases. |
| Case | NVMCaseOrigin__c | Text (50) | The content of this field is presented in ContactPad on the information panel when a case is assigned to an agent. For example, Email. For more information, see Creating a workflow rule that routes new cases. |
| Case | NVMNodeOverride__c | Text (255) | Used to override the NewVoiceMedia node a case routing request is sent to. For more information, see Overriding the NewVoiceMedia node used to route cases. |
| Case | NVMOverrideCaseOwnerTimeoutLoggedIn__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged in. For more information, see Creating a field update that overrides routing timeouts. |
| Case | NVMOverrideCaseOwnerTimeoutLoggedOut__c | Number (9) | Override: how long to try to route replies to the case owner, when they are logged out. For more information, see Creating a field update that overrides routing timeouts. |
| Case | NVMRoutable__c | Checkbox | Used to determine whether a case should be routed to an agent through NVM. For more information, see Creating a workflow rule that routes new cases. |
| Case | RoutePlanIdentifier__c | Text (40) | The route plan in ContactWorld that the case should be routed to. For more information, see Creating a workflow rule that routes new cases. |
| Case | Skills__c | Text (255) | A list of mandatory, optional or expiring skills with which this case will be tagged. For more information, see Updating a workflow rule to tag a case with required skills. |
User | MostRecentCall__c | Text (128) | Internal |
User | MostRecentCallEventTimestamp__c | DateTime | Internal |
User | MostRecentCallIsActive__c | Checkbox | Internal |
User | NVM Agent Id | Text (11) | NVM Agent Id is the ID of the agent in ContactWorld. You must set the NVM Agent Id field to the correct ID to ensure that call tasks are assigned to the correct Salesforce user. If an agents ID in ContactWorld is 1234, you must set the NVM Agent Id on that agent's Salesforce user record to 1234. |
VisualForce pages
The following VisualForce pages are added:
| Name | Use |
|---|---|
| CreateCallbackAction | Publisher action to schedule a callback. |
| IncomingCallPopping | Deprecated |
| InteractionInfo | Deprecated |
| LogACallAction | Publisher action to take notes for a call and link the call to a Salesforce object. |
| LogViewer | Deprecated |
| MobileAccountDialPage | Salesforce1 page to initiate a dial action from an account. |
| MobileContactDialPage | Salesforce1 page to initiate a dial action from a contact. |
| MobileLeadDialPage | Salesforce1 page to initiate a dial action from a lead. |
| MobileOpportunityDialPage | Salesforce1 page to initiate a dial action from an opportunity. |
| NVM_AgentUI | Deprecated |
| NVM_AgentUI_ClickToDialInitiator | Deprecated |
| NVM_AgentUI_ClickToDialSecurityToken | Deprecated |
| NVMMultichannelSetup | Sets up the actions to enable case routing. |
| TaskNotesViewer | Displays the call notes inside a task record. |
Page layouts
The following page layouts are added:
| Parent object | Name | Use |
|---|---|---|
| Background Action | Background Action Layout | Default layout for Background Action custom object. Unused |
| Case Routing Request | Case Routing Request Layout | Default layout for Case Routing Request custom object. Unused |
| Interaction Event Notes | Interaction Event Note Layout | Deprecated |
| Interaction Event Note | Interaction Event Note Layout | Default layout for Interaction Event Note custom object. Unused |
Task | NVM_Tasks | A custom page layout for Tasks. Includes custom fields and the task notes viewer. |
User | NVM_Users | A custom page layout for Users. Includes the NVM Agent Id field. |