From ContactWorld version 2.8.3 in Salesforce, if enabled for your account, you can create a custom rule that determines whether ContactWorld records a call.
The custom rule that you create takes precedence for individual calls over your default ContactWorld account settings. You can use this feature in various ways depending on how your Salesforce org is set up.
Your custom rules applies to all outbound calls, whether they were initiated using Connect, Click to dial or the Make Call button in ContactPad.
To automate outbound call recording, you must create a custom Apex class that implements the NVMContactWorld.ICustomValueProvider interface and defines the GetCustomValue method. Your GetCustomValue method must describe the logic that determines whether or not to record the call for a given number, and return a String object that tells ContactWorld the outcome.
To create the custom class, you must be familiar with creating Apex classes in Salesforce. For information on creating Apex classes, see Salesforce help.
NVMContactWorld.ICustomValueProvider interface definition
global interface ICustomValueProvider {
String GetCustomValue(String context);
}
The context
contains the outbound phone number in JSON format: {"outboundNumber":"4155551212"}
. You do not need to provide context because ContactWorld passes the value to the method for you when an agent initiates an outbound call. The GetCustomValue method in your class must return a String object.
When creating your new class, you must declare both the class and the method as global so that the ContactWorld managed package can access the class and invoke the method.
When you have created your class, you must ensure that ContactWorld uses the class. For information about configuring the class that ContactWorld uses to automate call recording, see Configuring custom settings for optional ContactWorld features in Salesforce.
ContactWorld uses the value of the returned String object to determine whether or not to record the call:
- If the value of the String object is 'true', the call is recorded
- If the value of the String object is 'false', the call is not recorded
- If the value of the String object is any other value including null, the default account settings for recording calls applies
If an error occurs when an agent makes a call that triggers the apex code, a message appears in the agent's ContactPad. This message alerts them that the default call recording settings for the account have been applied and suggests that they contact their system administrator.