Occasionally NewVoiceMedia fails to create a task after a call, generally in Salesforce orgs running a large number of competing processes. Failing to create a task loses the information provided by the agent in the Log a Call area.
If enabled for your account, NewVoiceMedia automatically retries creating the task. If this automatic retry fails, NewVoiceMedia logs the reason for failure and saves the information originally logged by the agent in a call end event (CallEndEvent__c) record. You can report on these objects and manually retry creating the task yourself after fixing any issues.
To enable automatic retries, add the RETRY_TASK_CREATION flag in the Flags field in custom settings. For information about editing custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
How do I process task creation failures?
Use the information logged in the call end event record to understand and resolve the reason for failure. When you have fixed any issues, you can manually rerun the retry task creation process.
Retrying a specific task
If a single task creation has failed, you can process its specific call end event record to retry creating the task. To process a specific call end event record, run the following command in the Developer Console in Salesforce:
NVMContactWorld.Utilities utilities = new NVMContactWorld.Utilities();
utilities.Run('retryFailedTaskCreation', [CallEndEventId]);
NVMContactWorld.Utilities utilities = new NVMContactWorld.Utilities();
utilities.Run('retryFailedTaskCreation', 'a051r00000sFJA1');
Retrying all tasks
If multiple task creations have failed, you can process all the call end event records to retry creating all the tasks. Run the following command in the Developer Console in Salesforce:
NVMContactWorld.Utilities utilities = new NVMContactWorld.Utilities();
utilities.Run('retryAllFailedTaskCreation');
The command adds a batch job to the Apex job queue so may not be processed immediately.