You can enable Connect to set the next contact time for a record. If enabled, when an agent completes or skips a call, Connect populates the NextContactTime__c field for the record with which the call is associated.
Connect sets the value in the NextContactTime__c field to the maximum allowed Salesforce DateTime value (31/12/4000 13.00). This indicates that the customer should not be contacted again.
When Connect refreshes the Dial List, Connect does not include records with a value in NextContactTime__c field later than the time of the refresh.
If the next contact time is in the future, Connect excludes the record in any new list or while refreshing existing lists.
When Connect updates the associated Salesforce record, the update might initiate other processes or applications in your org.
For example, if your Dial List is based on contact records and your contact object contains a trigger that runs when contacts are updated, the trigger runs when Connect updates NextContactTime__c fields in contact records.
To enable Connect to populate the NextContactTime__c field, you must select the Use Next Contact Time field in custom settings in Salesforce. For information about configuring custom settings, see Creating or editing custom settings for Connect.
Using next contact time in custom objects
If you select the Use Next Contact Time field in custom settings, you must create a field for each custom object you want to use in Dial Lists. Create custom fields with the following settings:
| Setting | Value |
|---|---|
| Data Type | Date/Time |
| Field Name | NextContactTime |
| Field Label | Next Contact Time |
You do not need to add the fields to your page layouts.