When an agent makes or receives a call, if call recording is enabled, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in ContactWorld. To access the call recordings, you must log in at ContactWorld and locate the recording in the Call Recordings module. Alternatively, you can add a link to the recording in the Salesforce task record that is created at the end of the call. You can then use this link to go directly to the call recording in ContactWorld.
You can also embed a call recording player in task records. For information about embedding a call recording player, see Embedding a call recording player in Salesforce tasks.
To add a link to the relevant call recording in ContactWorld, perform the following steps:
- Go to the Administration Setup Page in Salesforce.
- On the left-hand side of the Salesforce window, in the Build section, expand Customize and then Activities.
- In the expanded list of items, click Activity Custom Fields. Activity Fields appears.
Click New. New Custom Field appears.
In the Data Type section, click Formula. Click Next. Step 2 appears.
Give the field a label, for example, Call recording link.
In Formula Return Type section, click Text. Click Next. Step 3 appears.
Click the Advanced Formula tab.
Copy and paste the following code in to the Call recording link (text) = field:
IF(CallObject = "", "", HYPERLINK("https://cloudx.contact-world.net/callcentre/callAnalytics/playaudiomatch.aspx?guid=" & CallObject & "&start=0&matched=", "Call Recording"))The URL in the example code accesses call recordings on Cloud x. To access call recordings on the appropriate cloud, you must provide the number of the cloud you are using in place of the x. For example, to access the call recordings on Cloud 12345, use https://cloud12345.contact-world.net/callcentre/callAnalytics/playaudiomatch.aspx?guid=.
Provide the following information:
Field Description Description The description of the field, for future reference. For example, Displays a link to the call recording link in ContactWorld. Help Text Help text that appears alongside the field. For example, Click to access the call recording. Click Next. Click Next. Step 4 appears.
Grant edit access to the field to user profiles as required.
Click the Visible check boxes alongside the names of the appropriate profiles. Click Next. Step 5 appears.
Add the new field to the page layouts as required.
Click Save. The field is saved.
The custom call recording link field now appears in activity records for the selected profiles. You can move the field on the page layout or layouts if required. For information about editing the page layout, see Salesforce help.