You can add these fields to the page layout of Salesforce task objects. The Vonage Contact Center managed package installs the custom fields into Salesforce. The latest version of Vonage Contact Center in Salesforce contains the listed fields. If you do not have the latest version, your installation may not have all the fields.
Task record field
Description of use
Inbound: The name of the applet (queue) that delivered the caller to the agent.
Outbound: not applicable.
|Call Ring Time||NVMContactWorld__CallRingTimeInSeconds__c|
Inbound: The time between the agent's phone starting to ring and the agent answering the call.
Outbound: The time between the customer's phone ringing and the customer answering the call.
|Call Talk Time||NVMContactWorld__CallTalkTimeInSeconds__c|
Inbound: The time that the customer spent connected to an agent or agents.
Outbound: The time between the customer answering their phone and the call finishing.
|Call Was Recorded||NVMContactWorld__Was_Call_Recorded__c|
Indicates if call was recorded.
Inbound: The ContactWorld telephone number that received the call.
Outbound: The ContactWorld CLID presented to the third party receiving an outbound call.
Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank.
Outbound: The telephone number dialed by the agent.
CW Call End Time
The time the call ended in ContactWorld. Use this value to help locate call recordings with the Recording Archive (UK time).
CW Call Start Time
Inbound: The time the call was received by ContactWorld (UK time).
Outbound: The time the agent connected to the third party (UK time).
This field helps finding call records within statistics and downloads.
|Interaction Quality||NVMContactWorld__InteractionQuality__c||The rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10.|
Inbound call: The service name associated with the ContactWorld Number, as set by your call center administrator.
Outbound call: not applicable.
Task record field
|Description of use|
|The Salesforce user that represents the last agent that dealt with the call.|
Duration of the call, from start to finish, in seconds.
Inbound: Call Duration for inbound calls includes the time from which the first agent answers the call to the time at which the call is ended.
Outbound: Call Duration for outbound calls includes the time from which the first agent answers the call to the time at which the call is ended.
Call Object Identifier
The ContactWorld GUID (Global Unique Identifier) for the call record.
Direction of the call (inbound or outbound).
The date when the call ended (in the agent's timezone).
|Last Modified By|
Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available.
Outbound: If using Click-to-Dial, the name of the contact within the Salesforce record will be shown.
Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used.
Outbound: If you use Click-to-Dial from an Account record, the name of the account is shown.
|Repeat This Task|
|Status||The status of the call. The value of Status is always Completed.|
Direction of the call (inbound or outbound) and the caller's telephone number.
|Inbound call from 01234567890|