Engage Voice | Setting up call log, automatic case
creation, and call activity for Engage Voice in Salesforce
Salesforce admins can have the capability to configure the Engage Voice app to enable automatic case creation and call activity updates within Salesforce. Admins can also configure the app to customize what agents will see on the call log. The RingCentral Engage Voice app provides Salesforce admins an AdminUI to set organization-wide configurations that applies to all agents. Agents will have an easy way to view call log options, view call activity, and create cases once it is configured in the AdminUI.
Accessing the AdminUI
In order to configure automatic case creation and update call activity, admins can navigate to the Salesforce setup page > Visualforce Pages, and then click on the preview icon of the AdminUI.
Once in the AdminUI, admins can configure the following settings:
- Screen Pop: A matching record of the caller will appear when there is an incoming call or when the call is answered.
- Log Customization: Select fields or options you want to see in the call log.
- Auto Creation of a New Case: A case will be created automatically when there is an incoming call or when the call is answered.
- Call Activity: Additional data can be added to the logged call activity, including any call related data or even data from the IVR.
Screen Pop
When configured, a matching record of the caller will appear when there is an incoming call or when the call is answered.
1. Navigate to Basic Settings.
2. On the Screen Pop Up: A screen pop should happen when drop-down menu, select from the following options:
- When the call is ringing: A matching record with the incoming phone number will pop on an incoming call. This is useful for agents to see all the information of the caller even before they answer the call.
- When the call is answered: A matching record with the incoming phone number will pop when the call is answered. This is useful for agents to see all the information of the caller only after answering the call. The record will not be pulled up if the agent chooses not to take the call.
3. Click Save.
Log Customization
This setting allows you to select fields or options you want agents to see in the call log. You can also reorder the hierarchy of the options.
1. Navigate to Log Customization.
2. Tick the checkbox of the fields or options you want to appear in the call log.
- To change the hierarchy of the options, click and hold the selected field that you want to move and drop on your desired level. Note that you can only change the hierarchy of the options that have been selected.
- You can also click on Show selected to view only the selected fields or Show all to show all available options.
3. Click Save.
Auto Creation of a New Case
This setting allows you to create a case for every incoming call automatically.
1. Navigate to Entity Record Settings.
2. Mark the Auto create a new record in Salesforce? checkbox to enable this setting. Note that when the call is passed in the IVR to screen pop a record, a case will not be created.
3. Select from the drop-down menu when the creation of a new case should happen. You can select from the following options:
- When the call is ringing: A new case will be created automatically on an incoming call.
- When the call is answered: A new case will be created automatically when the call is answered.
4. Under Field Mappings, map the values to be populated in the fields within the newly created case. Drag a value from the Available Fields, and then drop the value to the Assigned Fields. Here are some rules on when the values can be populated:
- Only fields with text values can be populated.
- Fields can be populated by mapping it to various standard values available in the script properties.
- Populate the entire IVR payload into any field in the case. This can be done by selecting ivr: all in the mapping.
- Alternatively, a field in the case can be populated with a single value set in the IVR. This can be done by mapping the value to ivr:single and defining the variable set in the IVR.
5. Click Save.
Call Activity
This setting allows you to set any additional data that needs to be populated in the logged call activity.
1. Navigate to Activity Record Settings.
2. Mark the Append extra fields in Salesforce Activity record? checkbox to enable.
3. Select from the When call is drop-down menu to determine when the additional data will populate. You can select from the following options:
- When the call is ringing: Additional data will populate in the logged call activity on an incoming call.
- When the call is answered: Additional data will populate in the logged call activity when the call is answered.
4. Under Field Mappings, map the values to be populated. Drag a value from the Available Fields, and then drop the value to the Assigned Fields. This step is similar to how to populate data when creating a new case. Here are some rules on when the values can be populated when the agent dispositions the call:
- The standard fields logged by RingCentral in the activity cannot be modified or mapped.
- Any custom field of data type Text can be mapped.
- It is recommended to create custom fields in the activity to log any additional data.
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