Page Comparison

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. NewVoiceMedia Vonage Contact Center 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.

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, NewVoiceMedia Vonage Contact Center does not allow you to specify that record type used when creating task records. NewVoiceMedia Vonage Contact Center 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  Vonage Contact Center automatically relates the associated task to the newly created Contact record. If you create an Opportunity while converting the Lead, NewVoiceMedia Vonage Contact Center relates the task to the Opportunity as well.