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Resolving calls saved to incorrect Salesforce Records

Overview

This article provides an overview for when calls are saved to the incorrect Salesforce record. When an agent is on a call and navigates through Salesforce, the name and related to field values can change during navigation and the call might end up being saved to the incorrect record. The below attributes will stop this from happening and only display the values that is selected in the beginning of the call.

 

Adding Agent Attributes for Salesforce

 

Creating Agent Attributes: sfdc-open-cti-enable-independent-taskddl-update

 

  1. Login to Call Center
  2. Go to Routing -> Agent Attributes
  3. Click on Add New Attribute button
  4. Enter the value sfdc-open-cti-enable-independent-taskddl-update in the Attribute Name field
  5. Category: Administrative
  6. Status: Active
  7. Attribute Type: Normal
  8. Data Type: Yes/No
  9. Default Value: Yes
  10. Available for Reporting: Yes
  11. Machine Generated: No
  12. Click the Save Changes

 

This attribute will make sure that whatever values selected in "Name" and "Related To" fields (in the phone panel), at the beginning of the call, do not change without an agent making an explicit change. The screen shot attached (SFDC Phone Panel Name and Related To Fields) shows the fields that I am talking about. Without this attribute set to 'Yes' values selected in those 2 fields keep changing as an agent navigates the SFDC application.

 

 

 

  1. Login to Call Center
  2. Go to Routing -> Agent Attributes
  3. Click on Add New Attribute button
  4. Enter the value sfdc-open-cti-enable-object-type-white-list in the Attribute Name field
  5. Category: Administrative
  6. Status: Active
  7. Attribute Type: Normal
  8. Data Type: Yes/No
  9. Default Value: Yes
  10. Available for Reporting: Yes
  11. Machine Generated: No
  12. Click the Save Changes

 

This attribute will allow adding activity notes only to a specific set of SFDC objects (and the Task object is not part of that set)

 

After the Agent Attribute has been created, you can enable it for an affected user to test and possibly enable for every user when successful.

 

 

To enable this attribute for a specific user:

  1. Go to User Accounts -> Edit Users
  2. Click on Edit next to the user account
  3. Select the Administrative tab
  4. Select Yes next to sfdc-open-cti-enable-independent-taskddl-update
  5. Click Save

 

Do the same for the other attribute 'sfdc-open-cti-enable-object-type-white-list'

 

Please find below the screen shots:

 

 

 

 

 

 

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Last modified
13:06, 2 Jun 2015

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