Every phone call creates a call log which is stored as a task in Salesforce. This task can have five states which can be configured by the administrator. The 8x8 app creates a task in complete status.
A call log saved as a task stores information on call duration, outcome, type, start time, end time, priority, status, link to call recordings etc. Some of these fields are already available in Salesforce task object, while others need to be created and added to the task page layout. This calls for customization of task object.
Customization of task object involves:
The standard task fields in Salesforce may be not visible in the task view by default. This is controlled in the task page layout. To add these fields, you should edit the layout.
To add the standard fields to the task page layout:
We recommend adding custom fields for call duration, call result, call type, and call recording.
The call log generated by Virtual Office Communication Panel provides information such as call start time, end time and extension number that handled the call. The task object in Salesforce does not provide standard fields to store this data. You can create custom fields and map the data from the call log to the custom fields.
We recommend adding new custom fields for Call start time, end time, and extension number that handled the call.
In Activity Fields, click New to begin creating a new custom field.
Select the data type from the list and click Next.
For call recording, choose data type URL.
Recommended data types for custom fields are:
|Custom Field||Data Type|
|Call Start Time||Date/Time|
|Call End Time||Date/Time|
In the final step, you must edit the 8x8 Virtual Office Communication Panel settings as follows:
Set Call Log Call Recording Enabled to <true>.
Set Enable Salesforce SSO to true.
To validate the customization of call log, open a call log after the customization was completed.
You will notice the call log data is now stored in the relevant fields instead of the Comments field.
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