To make and receive calls and take notes using NewVoiceMedia in Salesforce, an agent must have permissions to various custom objects, fields, pages and Apex classes included in the NewVoiceMedia package. The ContactWorld Agent permission set includes all the permissions that an agent needs to perform their tasks in NewVoiceMedia in Salesforce.
What permissions does an agent need to use NewVoiceMedia in Salesforce?
You must assign the ContactWorld Agent permission set to your agents.
The ContactWorld Agent permission set contains, amongst others, the following permissions:
- Read Access to various custom and standard fields, on the Task object, included in our package. These fields include CW Call Start Time and CW Call End Time.
- Read Access and Edit Access to Interaction Event and Interaction Event Note custom objects and their fields
- Read Access and Edit access to the custom fields, on the User object, included in our package. These fields include NVM Agent Id and Most Recent Call GUID.
- Read Access to the Call End Events custom object included in our package.
- Access to the following VisualForce pages: LogACallAction, CallRecordingPlayer, CreateCallbackAction, TaskNotesViewer, MobileContactDialPage, MobileOpportunityDialPage, MobileAccountDialPage, MobileLeadDialPage, QualityManagement.
You must also give agents access to some standard fields on the Task object (bold permissions are not included in Standard User profile):
| Field label | Field name | Access |
|---|---|---|
| Name | WhoId | Read and write |
| Related To | WhatId | Read and write |
| Call Object Identifier | CallObject | Read |
| Call Type | CallType | Read |
| Call Duration | CallDurationInSeconds | Read |
| Comments | Description | Read and write |
| Type | Type | Read and write |
| Status | Status | Read and write |
| - | ReminderDateTime | Read and write |
| Assigned To | OwnerId | Read and write |
| Subject | Subject | Read and write |
| Due Date | ActivityDate | Read and write |
Finally, provide the correct access to any standard or custom fields which are referenced through configuration. For example, give agents the necessary permissions to work with any fields you configure through custom settings.