Call logging in task records

How does ContactWorld log calls in Salesforce?

Task records provide an audit trail for each inbound or outbound call. In most circumstances, Vonage Contact Center (VCC) automatically creates a task record in Salesforce for every interaction handled by an agent. VCC assigns the task to the agent who last dealt with the interaction, and relates the task to the record representing the customer in Salesforce.

If you make a call using Click to dial from a task record or use Connect to make a call to a Dial Entry based on a task, VCC doesn't create a new task for the call. Instead VCC updates the existing task record with call information and marks the task as complete.

VCC saves notes relating to an interaction at the start of the next interaction.

You can locate tasks in the following places:

In the Activity History (Salesforce Classic) or Past Activity (Salesforce Lightning Experience) sections in Contact, Leads, Accounts, Opportunities, and so on, as configured for your org.
In call center reports that use task records to show agent and team activity. For information about creating reports, see Running Salesforce call center reports.
In the Tasks tab (available in apps in Salesforce Lightning Experience).
In an Activities tab (in Salesforce Classic) that displays all task records. For information about creating an Activities tab, see Adding an Activities tab.

Activity History in a record in Salesforce Classic

Activity history

Past Activity in a record in Salesforce Lightning Experience

Activity history (Lightning)

If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well.

Task records

A task record includes the following information:

Field	Description
Assigned To	The last agent that dealt with the call.
Status	The status of the call is always Completed.
Call Type	Inbound or outbound.
ContactWorld Number	The number that the customer dialed.
Service Name	The name of the service associated with the dialed number.
Customer Number	The caller's telephone number.
ACD	The applet that routed the call to the agent.
CW Call Start Time	The start time of the call.
CW Call End Time	The end time of the call.
Call Duration	The duration of the call.
Due Date	The date when the call ended (in the agent's timezone). To populate the Due Date field, you must select the Set due date on call task records check box in custom settings. For information about the Set due date on call task records check box, see Configuring custom settings for optional ContactWorld features in Salesforce.

The task record also contains information that the agent or agents add during the call. For information on adding information to tasks, see Logging a call during the call. Multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occurred during the call are logged along with any information that the agent added during those events. The events and information added in the notes field appear in the Call Notes section.

Task record in Salesforce Classic

Task record

Task record in Salesforce Lightning Experience

Task record (Lightning)

For a full list of fields on a task record, see Task record fields.

You can also manually create a task record to log a call from various Salesforce records, including Leads, Contacts, and Accounts.
If you currently use Salesforce Interaction Logs to log calls, Salesforce creates an additional task record when the call ends. ContactWorld adds the unique ID of the call (the call GUID) to this additional task record to link this and the original task together. You can choose to keep the duplicate tasks or merge them using custom workflow.