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How does

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NewVoiceMedia use task records in Salesforce?

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Past Activity in a record in Salesforce Lightning Experience

Activity history (Lightning)

ContactWorld NewVoiceMedia logs multiple interaction events—such as the initial delivery of the call to the agent, and the transfer of the call to another agent—that occur during the call. These events appear in the Call Notes section of a task record.

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For a full list of fields on a task record, see Task record fields.

Using task
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Salesforce record types

You can manually create a task record to log a call from various Salesforce records, including Leads, Contacts, and Accounts.

Salesforce Interaction Logs

If you currently use Salesforce Interaction Logs to log calls, Salesforce creates an additional task record when the call ends.

ContactWorld

NewVoiceMedia adds the unique ID of the call (the call GUID) to this additional task record to link this and the original task together. You can choose to keep the duplicate tasks or merge them using custom workflow.

  • If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, ContactWorld automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, ContactWorld relates the task to the Opportunity as well.
  • ContactWorld saves notes relating to an interaction at the start of the next interaction.
    • Info

    Task subject

    By default task records have a subject of 'Outbound call to xxxxx' or 'Inbound call from xxxxx'. You can enable agents to override the default subject by adding Subject as one of the additional fields in Log a Call area. For more information see Customizing the Log a Call area.

    Task record types

    If you are using task record types, ContactWorld NewVoiceMedia does not allow you to specify that record type used when creating task records. ContactWorld NewVoiceMedia uses the default record type assigned to the API user's profile. Ensure that the API user has the required task record type assigned. For information about task record types, see Salesforce help.

    Converting a Lead to a Contact

    If you link an interaction to a Lead record, and, during the interaction, you convert the Lead to a Contact, NewVoiceMedia automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, NewVoiceMedia relates the task to the Opportunity as well.