Restricting which object types agents can relate calls to

Owned by Helen Griffith
Last updated: Oct 17, 2022
2 min read

During a call and before the agent receives their next call, they can relate the call to another record. To do so, they can select that record in the Related To list or click the Link call to... button. By default, records of all object types appear in the Related To list, and the Link call to... button appears in records of all object types. To restrict the Related To list and show the Link call to... button for configured object types only, perform the following tasks:

  1. Add a lookup field for each of the object types you want to include in the Related to list and show the Link call to... button for:
    1. From Setup, click Object Manager and select Poly. Poly is used for various lookups in Vonage Contact Center for Salesforce.
    2. Select Fields & Relationships and click New.
    3. Select Lookup Relationship as the Data Type, then click Next.
    4. Select the object type from the Related To picklist, then click Next.
    5. Provide values in Field Label and Field Name. Leave everything else as is and click Next.
    6. Select the Visible checkbox next to the applicable agent profiles, then click Next.
    7. Click Next.
    8. Deselect all the checkboxes, then click Save.
    9. Repeat steps b–h for all the object types you want agents to relate calls to.
  2. Add a field set for all the object types you have created lookups for:
    1. From the Poly object, select Field Sets and click New.
    2. Provide values in Field Set Label, Field Set Name, and Where is this used?. You will need the value in Field Set Name in the final step. Click Save.
  3. Update custom settings with the name of the field set you have created:
    1. From Setup, click Home and search for Custom Settings.
    2. Alongside Settings click Manage.
    3. Click Edit.
    4. Set Related To and Link call to... objects to the field set name, then click Save.

Now, when agents are on a call and before their next call arrives, they can relate the call to a record of one of the object types included in the field set only. To do so, they can select such a record in the Related To list or click the Link call to... button as before.

Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.