Page Comparison

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Standard or custom	Task record field	Description of use	Example
Custom
	ACD	Inbound: The name of the ACD (queue) that delivered the caller to the agent. Outbound: not applicable.	ACD Payments
	Call Ring Time	Inbound: The time between the agent's phone starting to ring and the agent answering the call. Outbound: The time between the customer's phone ringing and the customer answering the call. Requires Contact World version 2.8.3 or above in Salesforce. For information about upgrading, see Upgrading from NewVoiceMedia Vonage Contact Center version 2.8.3-2.8.7 to 2.8.8 in Salesforce.
	Call Talk Time	Inbound: The time that the customer spent connected to an agent or agents. Outbound: The time between the customer answering their phone and the call finishing. Requires Contact World version 2.8.3 or above in Salesforce. For information about upgrading, see Upgrading from NewVoiceMedia Vonage Contact Center version 2.8.3-2.8.7 to 2.8.8 in Salesforce.
	Call Was Recorded	Indicates if call was recorded. Requires Contact World version 2.8.3 or above in Salesforce.
	ContactWorld Number	Inbound: The ContactWorld telephone number that received the call. Outbound: The ContactWorld CLID presented to the third party receiving an outbound call.	09876543210
	Customer Number	Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank. Outbound: The telephone number dialed by the agent.	07777888888
	CW Call End Time	The time the call ended in ContactWorld, to help find call recordings with the Call Recording Archive (UK time).	09/05/2014 12:45
	CW Call Start Time	Inbound: The time the call was received by ContactWorld (UK time). Outbound: The time the agent connected to the third party (UK time). This field helps finding call records within statistics and downloads.	09/05/2014 12:43
	Interaction Quality	The rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10.
	Service Name	Inbound call: The service name associated with the ContactWorld Number above, as set by your call center supervisor. Outbound call: not applicable.	Payments Line
Standard
	Assigned To	The agent's Salesforce user.
	Call Duration	Duration of the call, from start to finish, in seconds. Inbound: Call Duration for inbound calls includes the time from which the first agent answers the call to the time at which the call is ended. Outbound: Call Duration for outbound calls includes the time from which the first agent answers the call to the time at which the call is ended.	48
	Call Object Identifier	The ContactWorld GUID (Global Unique Identifier) for the call record.	286facf4-3deb-421c-bdeb-521c3deb521c
	Call Result
	Call Type	Direction of the call (inbound or outbound).	Inbound
	Comments
	Created By
	Due Date
	Email
	Last Modified By
	Name	Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available. Outbound: If using Click-to-Dial, the name of the contact within the Salesforce record will be shown.	Joe Bloggs
	Phone
	Priority
	Recurrence Interval
	Related To	Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used. Outbound: If you use Click-to-Dial from an Account record, the name of the account is shown.	PotentialCustomer.com
	Repeat This Task
	Status
	Subject	Direction of the call (inbound or outbound) and the caller's telephone number.	Inbound call from 01234567890
	Type

Versions Compared

Old Version 5

New Version 6

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