Configuring next contact time
- Helen Griffith
You can enable Connect to set the next contact time for a record. If enabled, when an agent clicks Stop or Next to complete or skip a call, Connect populates the NextContactTime__c field for the record with which the call is associated.
Connect sets the value in the NextContactTime__c field to the maximum allowed Salesforce DateTime value (31/12/4000 13.00). This indicates that the customer should not be contacted again.
When Connect refreshes the Dial List, Connect does not include records with a value in NextContactTime__c field later than the time of the refresh.
If the next contact time is in the future, Connect excludes the record in any new list or while refreshing existing lists.
When Connect updates the associated Salesforce record, the update might initiate other processes or applications in your org.
For example, if your Dial List is based on contact records and your contact object contains a trigger that runs when contacts are updated, the trigger runs when Connect updates NextContactTime__c fields in contact records.
Using next contact time
To use next contact time, perform the following tasks:
Optionally add a NextContactTime__c field to Salesforce objects. Currently the managed package provides a NextContactTime__c field for the Case, Contact, Lead, Task, and Event standard objects.
To use next contact time with custom objects or additional standard objects, you must create a field for each custom object and each additional standard object you want to use in Dial Lists. Create custom fields with the following settings:Setting Value Data Type Date/Time Field Name NextContactTime Field Label Next Contact Time You do not need to add the fields to your page layouts.
Enable Connect to populate the NextContactTime__c field.
Select the Use Next Contact Time field in custom settings in Salesforce. For information about configuring custom settings, see Creating or editing custom settings for Connect.
Popping related records
Connect always sets the NextContactTime__c field on the Dial List (focus) record AND always relates the task to the popped record. When you configure your Dial Lists to pop related records, the focus record and the popped record are not the same and the task record has no link to the focus record. This link is required if you want to update the value in NextContactTime__c on the focus object at a later time.
To provide that link, you must add lookup fields to your task object. A lookup field looks up and saves the ID of the record a call is associated with—the focus record; the ID provides a link from the task record to the focus record. Add a lookup field for all of the objects for which you will create Dial Lists and pop related records. For more information, see Dial Lists and related records.
For general assistance, please contact Customer Support.
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