Configuring call recording annotation in Salesforce

When an agent makes or receives a call, if call recording is enabled and configured, the agent can record the call. For information about recording calls, see Call recording. Call recordings are stored in Interaction Content within the Vonage Contact Center admin portal. For information about Interaction Content, see Interaction Content.

To access the call recordings, you must log in to ContactWorld and locate the recording in Call Recordings. Alternatively, you can embed a call recording player in Salesforce task records that are created at the end of calls.

If enabled for your account, call recording annotation will enrich the call recording player experience, including additional features such as adding comments.

For information about call recording annotation, see Interaction Content.

If the call recording annotation feature is not enabled for your account, you can use the standard call recording player. For information about configuring call recordings, see Configuring call recordings in task records.

To use call recording annotation, you must embed the Call Recording Annotation page into Salesforce tasks.

How do I configure call recording annotation in Salesforce Classic?

If you are using Salesforce Classic, you must embed the Call Recording Annotation page into Salesforce tasks.

To embed the Call Recording Annotation page in task records, perform the following steps:

  1. Go to your Task object's Page Layouts within Setup in Salesforce.
  2. Locate the page layout that you want to add the callback action to and click Edit alongside. The page layout appears in edit mode.
  3. Add a new section and name it Call Recording Annotation. For information about adding new Sections to page layouts, see Salesforce help.
  4. In the top section, click Visualforce Pages. The available pages appear.

  5. Drag the Call Recording Annotation page down to the new Call Recording Annotation section.

  6. Click the spanner icon in the upper-right corner of the Call Recording Annotation page and set the width to 100%, the height to 600px and enable show scrollbars. Click OK.

  7. Click Save. The task page layout is saved. When you open a task record with a call recording, the Call Recording Annotation page appears.

How do I configure call recording annotation in Salesforce Lightning Experience?

If you are using Salesforce Lightning Experience, you must embed the Call Recording Annotation page into Salesforce tasks.

To embed the Call Recording Annotation page in task records, perform the following steps:

  1. Open a task record in Salesforce. Click the cog icon at the top right and click Edit Page. The task record's page layout appears.
  2. If you have previously added Call Recording Annotation in Salesforce Classic, delete the Call Recording Annotation section.
  3. In the left-hand panel, click VisualForce. A new VisualForce page appears on your page layout.
  4. In the Visualforce Page Name list in the right-hand panel, click Call Recording Annotation. Your newly added Visualforce page is changed to the Call Recording Annotation Visualforce page.
  5. In the Height (in pixels) field, type 620.
  6. Click Save. The task page layout is saved. When you open a task record with a call recording, the Call Recording Annotation page appears.


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.