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You can add these fields to the page layout of Salesforce task objects. The ContactWorld managed package installs the custom fields into Salesforce.

Standard or custom

Task record field

Description of use

Example
Custom
 

ACD

Inbound: The name of the ACD (queue) that delivered the caller to the agent.
Outbound: not applicable.

ACD Payments
 Call Ring Time

Inbound: The time between the agent's phone starting to ring and the agent answering the call.

Outbound: The time between the customer's phone ringing and the customer answering the call.

Requires Contact World version 2.8.3 or above in Salesforce.
For information about upgrading, see Upgrading from Vonage Contact Center version 2.8.3-2.8.7 to 2.8.8 in Salesforce.

 
 Call Talk Time

Inbound: The time that the customer spent connected to an agent or agents.

Outbound: The time between the customer answering their phone and the call finishing.

Requires Contact World version 2.8.3 or above in Salesforce.
For information about upgrading, see Upgrading from Vonage Contact Center version 2.8.3-2.8.7 to 2.8.8 in Salesforce.

 
 Call Was Recorded

Indicates if call was recorded.

Requires Contact World version 2.8.3 or above in Salesforce.

 
 ContactWorld Number

Inbound: The ContactWorld telephone number that received the call.
Outbound: The ContactWorld CLID presented to the third party receiving an outbound call.

09876543210
 

Customer Number

Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank.
Outbound: The telephone number dialed by the agent.

07777888888
 

CW Call End Time

The time the call ended in ContactWorld, to help find call recordings with the Call Recording Archive (UK time).

09/05/2014 12:45
 

CW Call Start Time

Inbound: The time the call was received by ContactWorld (UK time).
Outbound: The time the agent connected to the third party (UK time).

This field helps finding call records within statistics and downloads.

09/05/2014 12:43
 Interaction QualityThe rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10. 
 

Service Name

Inbound call: The service name associated with the ContactWorld Number above, as set by your call center supervisor.
Outbound call: not applicable.

Payments Line
Standard 

 

Assigned To

The agent's Salesforce user. 
 

Call Duration

Duration of the call, from start to finish, in seconds.

Inbound: Call Duration for inbound calls includes the time from which the first agent answers the call to the time at which the call is ended.

Outbound: Call Duration for outbound calls includes the time from which the first agent answers the call to the time at which the call is ended.

48
 

Call Object Identifier

The ContactWorld GUID (Global Unique Identifier) for the call record.

286facf4-3deb-421c-bdeb-521c3deb521c
 Call Result  
 

Call Type

Direction of the call (inbound or outbound).

Inbound
 Comments  
 Created By  
 Due Date  
 Email  
 Last Modified By  
 

Name

Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available. 
Outbound: If using Click-to-Dial, the name of the contact within the Salesforce record will be shown.

Joe Bloggs
 Phone  
 Priority  
 Recurrence Interval  
 

Related To

Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used. 
Outbound: If you use Click-to-Dial from an Account record, the name of the account is shown.

PotentialCustomer.com
 Repeat This Task  
 Status  
 Subject

Direction of the call (inbound or outbound) and the caller's telephone number.

Inbound call from 01234567890 
 Type  
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