Accessing, scoring and commenting on call recordings using Vonage Contact Center in Salesforce
When you make or receive a call using Vonage Contact Center, if call recording is enabled and configured, Vonage Contact Center records the call and stores the call recording in Vonage Contact Center. For information about recording calls, see Call recording. If enabled and configured, you can access call recordings (of both your own calls and calls made by other agents) from within the Salesforce task records relating to the recorded calls.
You must be logged in to the VCC Admin Portal for the Call Recording Player, Call Recording Annotation or Conversation Analyzer page to be displayed. You must have permission to view call recordings inside ContactWorld. If you do not have permissios, an error indicating that the recording was not found appears. You must have the ContactWorld Agent or ContactWorld Supervisor permission sets to view this page. If you do not have the required permission set, a Salesforce permissions error appears. For information about Salesforce permissions, see ContactWorld Agent permissions and ContactWorld Supervisor permissions.
How do I listen to a call recording using Vonage Contact Center in Salesforce?
To listen to a call recording, open the task record relating to the recorded call. You can access task records in the Activity History (in Salesforce Classic) or Past Activity (in Salesforce Lightning Experience) sections of the Salesforce object to which the task relates, in the Tasks tab (in Salesforce Lightning Experience) or by using a report.
When you open the task record, if you are logged in to Vonage Contact Center, the call recording plays automatically, or you can click the link to the recording in the task record.
Click the buttons (from left to right) to play the recording, rewind or fast-forward the recording 10 seconds, mute the recording, or download the recording. Move the recording's slider to rewind or fast-forward to a specific place in the recording. Move the volume's slider to adjust the volume.
If you are not logged in, you must log in to Vonage Contact Center or ContactPad first.
How do I rate call quality?
If enabled for your account and configured in your Salesforce org, you can rate the call recording using the custom field Interaction Quality. For information about configuring scoring call recordings, see Adding a field for scoring call quality.
To rate the call recording, you must have permission to edit the Salesforce task record—click Edit at the top of the task record. Find the Interaction Quality field and type your rating—a value from 1 to 10—in the field.
Click Save to save the value in the task record.
How do I comment on a call recording?
If enabled for your account, before, while and after listening to an audio recording, you can add comments to the recording. Click the comment icon to the right of the volume slider at an appropriate time for your comment. A pop-up window appears. Type your comment into the box and click the check mark to save. Your comment appears below the recording and a comment icon appears at the comment's location in the recording. Hover over a comment icon to see the first few characters of the comment. You can create multiple comments. Comments are sorted by their position in the recording. To go to the location of the comment in the recording, click the comment's time stamp. To delete the comment, click the delete icon to the right of the comment.
How do I download a call recording?
If enabled for your account, before, while and after listening to a call recording, you can download the recording. Click the download icon to the right of the volume slider. The recording is downloaded to the location configured in your browser.
For general assistance, please contact Customer Support.
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