Configuring field-based call recording

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

This feature works only with calls made using Click to dial and Connect. The method does not require Apex code as the code is provided in the managed package.

For example, NewVoiceMedia 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. NewVoiceMedia will use the default call recording settings if no applicable rules are available.

Before you can configure this feature, you or your Salesforce administrator must perform the following tasks. The administrator needs to perform these tasks one time only.

Specify which class NewVoiceMedia must use. You specify the class in the custom settings data for your org, profile or user. Type NVMContactWorld.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 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 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 Field-Based Callback Number Mappings 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:

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

Provide the following information:

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. 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, NewVoiceMedia 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 NewVoiceMedia will automatically record outbound calls made to numbers with the configured prefix. Select to enable call recording. Clear to disable call recording.	Cleared

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, NewVoiceMedia 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, NewVoiceMedia uses the default call recording settings.

If agents in your account are enabled to control call recordings—pause and resume—can still pause and resume the recording manually.

The configuration only applies when the agent makes a call using Connect or Click to dial.

A note about performance

Although the system has no limit on the number of mappings objects you have, we recommend that you have no more than a few hundred. If you have thousands of mappings, your outbound call might be delayed by several seconds while Salesforce searches all the mappings for a matching rule. You must never exceed 50,000 mappings for a single object or 100,000 mappings in total.