Task Creation #
~.UcClient.~ is configured by default to add a new 'Call' task for every telephone call. The tasks created are automatically populated with the time and duration of the call. Any dialled number, groups/queues and prefix information will be added to the 'Comments' section of the task where available.
Optionally, ~.UcClient.~ can be configured to create tasks when a call is answered or on demand using the 'New Task' link provided.
When tasks are manually created or on call answered events, the task will be loaded so the user can add additional information.
Task creation can be disabled in the ~.UcClient.~ settings.
Refer to the screen pop section for more information about how task creation works with multiple screen pop matches.
Data Fields #
The table below lists the Salesforce Task data fields ~.UcClient.~ will automatically populate:
| Field Name | Data |
|---|---|
| ActivityDate | Populated with the StartTime of the call. |
| Description | The description field is populated with additional information about the call - Direction, Telephone number, DDI, Queue and Prefix |
| CallDurationInSeconds | The duration in seconds between the StartTime and EndTime of the call. This includes ring time. |
| CallObject | The name of the Call Center configured within Salesforce |
| CallType | 'Internal', 'Incoming' or 'Outgoing' |
| Priority | 'Normal' |
| Status | This field will be updated to 'Completed' automatically when the call ends. |
| Subject | '[Internal Call or Incoming Call or Outgoing Call] (auto-generated)' |
| TaskSubType | 'Call' |
| Type | 'Call' |
Call Session Link #
Within the description field the client will create a hyper link the telephone call within the reporting portal. Following this link allows uses to see the entire lifetime of the call and will also allow them to playback a recording of the call if available.
info
Users require the correct permission in the recording package in order to playback calls.