Configuring field-based call recording

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

For example, Vonage Contact Center 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. Vonage 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 Vonage Contact Center must use. You specify the class in the custom settings data for your org, profile or user. Type VCCCore.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 Vonage Contact Center - 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 Vonage Field-Based 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 Vonage Field-Based 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:

1. Go to the Vonage Field-Based Mapping object tab, click Vonage Field-Based Mappings in the View list and click Go!. Any existing mappings appear.

2. Click New Vonage Field-Based Mapping. A new Vonage Field-Based Mapping record appears.

3. Provide the following information. Ignore other fields.

4. 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, Vonage Contact Center 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, Vonage Contact Center 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.