When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in Interaction Content within Vonage Contact Center. For information about Interaction Content, see Interaction Content.
You can also add links to call recordings to task records. For information about adding call recording links, see Adding a call recording link to Salesforce tasks.
If the Quality Management feature is enabled for your account, you can use the enhanced call recording player. For information about configuring Quality Management, see Configuring Quality Management in Salesforce.
How do I configure the Call Recording Player in Salesforce Classic?
If you are using Salesforce Classic, you must embed the Call Recording Player page into Salesforce tasks.
To embed the Call Recording Player page in task records, perform the following steps:
- Go to your Task object's Page Layouts within Setup in Salesforce.
- Locate the page layout that you want to add the callback action to and click Edit alongside. The page layout appears in edit mode.
- Add a new section and name it Call Recording Player. For information about adding new Sections to page layouts, see Salesforce help.
In the top section, click Visualforce Pages. The available pages appear.
Drag the Call Recording Player page down to the new Call Recording Player section.
Click the spanner icon in the upper-right corner of the Call Recording Player page and set the width to 100%, the height to 250 and uncheck Show scrollbars. Click OK.
- Click Save. The task page layout is saved. When you open a task record with a call recording, the Call Recording Player page appears.
How do I configure the Call Recording Player in Salesforce Lightning Experience?
If you are using Salesforce Lightning Experience, you must embed the Call Recording Player page into Salesforce tasks.
To embed the Call Recording Player page in task records, perform the following steps:
- Open a task record in Salesforce. Click the cog icon at the top right and click Edit Page. The task record's page layout appears.
- If you have previously added Call Recording Player in Salesforce Classic, delete the Call Recording Player section.
- In the left-hand panel, click VisualForce. A new VisualForce page appears on your page layout.
- In the Visualforce Page Name list in the right-hand panel, click Call Recording Player. Your newly added Visualforce page is changed to the Call Recording Player page.
- In the Height (in pixels) field, type 250.
- Click Save. The task page layout is saved. When you open a task record with a call recording, the Call Recording Player page appears.
You must be logged in to the VCC Admin Portal for the Call Recording Player, Call Recording Annotation or Conversation Analyzer page to be displayed. You must have permission to view call recordings inside ContactWorld. If you do not have permissios, an error indicating that the recording was not found appears. You must have the ContactWorld Agent or ContactWorld Supervisor permission sets to view this page. If you do not have the required permission set, a Salesforce permissions error appears. For information about Salesforce permissions, see ContactWorld Agent permissions and ContactWorld Supervisor permissions.