Adding a call recording link to Salesforce tasks

When an agent makes or receives a call, if call recording is enabled, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in Vonage Contact Center. To access the call recordings, you must log in to Vonage Contact Center and locate the recording in the Call Recordings module. Alternatively, you can add a link to the recording in the Salesforce task record that is created at the end of the call. You can then use this link to go directly to the call recording in Vonage Contact Center.

You can also embed a call recording player in task records. For information about embedding a call recording player, see Embedding the call recording player in Salesforce tasks.

To add a link to the relevant call recording in Vonage Contact Center, perform the following steps:

1. Go to Activity Custom Fields within Setup in Salesforce.

2. Click New. New Custom Field appears.

3. In the Data Type section, click Formula. Click Next. Step 2 appears.

4. Give the field a label, for example, Call recording link.

   In Formula Return Type section, click Text. Click Next. Step 3 appears.

5. Click the Advanced Formula tab.

6. Copy and paste the following code in to the Call recording link (text) = field:
   IF(CallObject = "", "", HYPERLINK("https://***.cc.vonage.com/callcentre/callAnalytics/Call/" & CallObject & "", "Call Recording"))

   Replace *** in the URL with the correct subdomain for your region:
   

   Region	URL subdomain	Base URL
   EMEA	emea	https://emea.cc.vonage.com
   USA	nam	https://nam.cc.vonage.com
   APAC	apac	https://apac.cc.vonage.com

   Provide the following information:

   Field	Description
   Description	The description of the field, for future reference. For example, Displays a link to the call recording link in Vonage Contact Center.
   Help Text	Help text that appears alongside the field. For example, Click to access the call recording.

   Click Next. Step 4 appears.

7. Grant edit access to the field to user profiles as required.

   Click the Visible check boxes alongside the names of the appropriate profiles. Click Next. Step 5 appears.

8. Add the new field to the page layouts as required.

   Click Save. The field is saved.

The custom call recording link field now appears in activity records for the selected profiles. You can move the field on the page layout or layouts if required. For information about editing the page layout, see Salesforce help.