Configuring Connect (optional tasks)

When you have configured Connect, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for Connect, see Configuring Connect.

Custom settings

To configure some of the optional features, you must configure some custom settings. These optional features are indicated by an asterisk (*). For information about configuring custom settings, see Creating or editing custom settings for Connect.

You can optionally further customize your installation of Connect for your organization by configuring the following features.

Optional tasks

Add dial list statistics to the dial list page

The dialListStatistics Lightning web component contains the number of the outstanding calls for the dial list. To show this information in the dial list, add the component to the dial list detail page. For information about adding the component, see Add dial list statistics to the dial list page.

Automate callback numbers*

To configure the callback number presented to the person an agent is calling, you must create an Apex class that implements the VCCContactWorld.ISelectPresentedClid interface. For information about this feature, see Automating callback numbers in Connect.

Configure available Dial List types

When you create a Dial List you must specify the type of object that is included in the list. By default you can create Dial Lists of Contact, Lead, Case, Campaign Member, and Task types. You can enable creating Dial Lists based on other object types—such as Accounts and Opportunities—or custom objects. For information about enabling Dial Lists for standard or custom objects, see Configuring available Dial List types.

Configure Click to dial in Connect*

You can enable Connect to acknowledge calls made using Click to dial as Connect calls. For information configuring Click to dial in Connect, see Configuring Click to dial in Connect.

Configure dynamic Dial List settings*

If dynamic Dial Lists are enabled for your account, you can configure the number of call records that Connect creates and how often Connect refreshes Dial Lists. For information configuring dynamic Dial List settings, see Configuring dynamic Dial Lists.

Configure next contact time*

You can enable Connect to set the next contact time for a record. For information configuring Connect to set the next contact time for a record, see Configuring next contact time.

Make Connect information visible on page layouts and list views

If you have upgraded Connect and cannot see certain custom fields in Dial List records and list views, you need to add the custom fields to page layouts and list views. For information about adding the fields, see Making Connect information visible on page layouts and list views.

Remove Connect components that are no longer required

Sometimes we remove components from the managed package but cannot remove them from your org. You can remove these components yourself. For information about removing components, see Removing decommissioned Connect components from your Salesforce org.

Remove the Clone button

If you are using Active, Pending or Processed Dial Entry or Dial List page layouts that have a Clone button, the Clone button is redundant. For information about removing the clone button, see Removing the Clone button.