Customizing the Log a Call area

While on a call, an agent can add notes to a task record that represents the call. The agent adds the notes from within an open Salesforce record. Vonage Contact Center saves these notes in the call's task record at the end of the call. For more information on adding notes during a call, see Logging a call during the call.

In addition to the free-text Notes field, you can add other fields to the Log a Call area.

Additional fields can be of the following data types:

• Number
• Checkbox

• Text

• Picklists and Picklist (Multi-Select)

• Date and Date/Time
• Dependent picklists

To override the default subject of 'Outbound call to xxxxx' or 'Inbound call from xxxxx', add a Subject field to the Log a Call area.

The following images show examples of these fields:

Log a Call fields in Salesforce Classic

Log a Call fields in Salesforce Lightning Experience

The values that the last agent to handle the call provides in the fields are saved in the task record when the agent clicks save. The agent can also change and save the values later after the call has finished, up until the next call is made or received.

To add fields to the Log a Call area, perform the following tasks:

1. Ensure that the standard task or custom activity fields are set up correctly. For information about fields, see Salesforce help. To see a list of available task record fields, see Task record fields.

   Setting up the fields correctly includes:

   • Defining the field as required at the object level, if you want to ensure that a custom field is required in the Log a Call area. Defining the field as required in a page layout only affects the properties of the field in that page layout. For more information about required fields in Salesforce, see Salesforce help.
   • Defining the Field-Level Security settings for the field or fields to enable the agents to view and edit the fields as appropriate. For information about setting Field-Level Security, see Salesforce help.
2. Add up to six names (not field labels) of standard fields or API names of custom fields, separated by commas with no spaces, to the Log A Call Additional Fields field in custom settings data. For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.