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Salesforce Integration: Can Task creation be disabled for unanswered agent calls?

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Question

Is it possible to prevent Salesforce Tasks from being created for calls that were not answered in Contact Center when using Salesforce integration? 

Applies To

  • Contact Center 
  • Salesforce integration

Answer

Due to a limitation of the integration, it is not possible to prevent tasks from being created based on the outcome of the call. Tasks will be created for the agent the call was offered to, regardless of whether or not it was answered.