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When an agent makes or receives a call, if call recording is enabled, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in NewVoiceMediaVonage Contact Center. To access the call recordings, you must log in to NewVoiceMedia Vonage Contact Center and locate the recording in the Call Recordings module. Alternatively, you can add a link to the recording in the Salesforce task record that is created at the end of the call. You can then use this link to go directly to the call recording in NewVoiceMediaVonage Contact Center.

You can also embed a call recording player in task records. For information about embedding a call recording player, see Embedding the call recording player in Salesforce tasks.

To add a link to the relevant call recording in NewVoiceMediaVonage Contact Center, perform the following steps:

1. Go to Activity Custom Fields within Setup in Salesforce.

2. Click New. New Custom Field appears.

3. In the Data Type section, click Formula. Click Next. Step 2 appears.

4. Give the field a label, for example, Call recording link.

   In Formula Return Type section, click Text. Click Next. Step 3 appears.

5. Click the Advanced Formula tab.

6. Copy and paste the following code in to the Call recording link (text) = field:
   IF(CallObject = "", "", HYPERLINK("https://***.newvoicemedia.com/callcentre/callAnalytics/Call/" & CallObject & "", "Call Recording"))

   Note
   Replace *** in the URL with the correct subdomain for your region: Insert excerpt _ExcerptNVMRegionsExcerptVCCRegions _ExcerptNVMRegionsExcerptVCCRegions nopanel true

   Provide the following information:

   Field	Description
   Description	The description of the field, for future reference. For example, Displays a link to the call recording link in NewVoiceMediaVonage Contact Center.
   Help Text	Help text that appears alongside the field. For example, Click to access the call recording.

   Click Next. Step 4 appears.

7. Grant edit access to the field to user profiles as required.

   Click the Visible check boxes alongside the names of the appropriate profiles. Click Next. Step 5 appears.

8. Add the new field to the page layouts as required.

   Click Save. The field is saved.

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