Virtual Office for Salesforce Integration: Configure the Call Recording URL Field

Overview

These instructions will guide you through implementing access to individual Virtual Office call recordings in a Salesforce task, after a call has been dispositioned.

Note that for the call recording URL to appear in a Salesforce task, your current 8x8 Virtual Office service must include the call recording feature, and call recording must be enabled during the call.

Customizing your 8x8 Salesforce integration call logs requires four primary steps, in the following order:

• Verify Pre-Requisites for Customizing Call Logs
• Add a New Activity Custom Field
• Edit the Task Page Layout
• Edit the Call Center Call Log Custom Field Mapping

This guide covers only the addition of call recording URL functionality to your Task Page layout. To configure all other available custom call logging fields, please navigate to the following page: Virtual Office for Salesforce Integration: Customize Call Logs.

Verify Pre-Requisites for Customizing Call Logs

Before proceeding, verify that the following pre-requisites are met, and then continue with the configuration.

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Installed Packages.
3. Verify that the installed 8x8 Virtual Office for Salesforce package is version 2.8 or higher.
   
4. From Setup again, search for and click on Call Centers.
5. Verify that your call center is named 8x8 Virtual Office Integration - Next Generation_Lightning or 8x8 Virtual Office Integration - Next Generation With Lightning.
   
6. If either the Package version or the Call Center do not meet the above requirements, navigate to the following article and follow the instructions there to fix either or both of those issues: Virtual Office for Salesforce Integration: v 2.x Full Installation.
7. Proceed to the next step to begin customizing your call logs.

Add a New Activity Custom Field

The next step is to create a custom Activity field that will apply a call recording URL to your Salesforce user call records.

This customization guide includes instructions only for enabling the call recording URL. Do not alter any call center settings that aren't referred to in this process. For customizing other fields in your Salesforce Tasks, click here.

You'll be creating and enabling the following custom field:

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Activity Custom Fields.
3. Click New.
   
    
4. In New Custom Field > Data Type, select URL and click Next.
   
    
5. In the Field Label field, enter Call Recording. Press <tab> to auto-fill the Field Name with Call_Recording.
6. Click Next.
   
    
7. In the Visible column, select all Salesforce profiles for which you want this new custom field to be visible.
8. Click Next.
   
    
9. Make sure that Task Layout is checked, then click Save.
   
    
10. A list of the Activity Custom Fields will be displayed, including the Call Recording field. Note the API Name automatically applied to Call Recording field. This will be used during the final configuration step.
11. Continue with the next section, Edit the Task Page Layout.
    

Edit the Task Page Layout

Call records are stored in Salesforce Tasks when a call is dispositioned. Now that you've added the call recording Activity field, you need to make sure that it appears in the Task pane, so the call recording URL can be displayed.

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Task Page Layouts.
3. Click Edit to alter your existing Task Layout.
   
    
4. Make sure that Fields is selected in the left-side panel of the Task Layout pane.
5. Beneath the Task Layout pane, scroll down until the Task Information area appears. The Task Layout pane will remain pinned to the top of the screen.
6. Verify that the Call Recording field has been added to the Task Information area. If not, drag it from the right side of the Task Layout pane into the Task Information area. It can be placed in any location needed.
7. Click Save.
8. Continue on to the last step of this guide, Edit the Call Center Call Log Custom Field Mapping.
   

Edit the Call Center Call Log Custom Field Mapping

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Call Centers.
3. Click Edit to make changes to the 8x8 call center.
   
4. Scroll down to Other Options.
5. In the Call Log Call Recording Enabled field, enter the word true in lower case.

In the next steps, be sure to delete the default eightXeight_ API name prefix and verify that the Call Recording URL name in this section matches your API name. See the Add New Activity Custom Field section above for more info. Leaving the prefix attached will result in call log write failures.

6. In the Call Log Custom Field Mapping field, change the field value to match the API Name assigned to the new custom field you created. If you are using the suggested naming convention in the table above, the API Name should be Call_Recording__c.
   • Note: SSO no longer needs to be enabled in the call center for the Call Recording URL to work properly. You can safely ignore that warning.
7. Click Save, then verify your changes are correct.
   

This completes the process of adding Call Recording URLs to your call log.

It's recommended that you test this functionality to make sure that it works properly. If any of the above settings were not applied correctly, you may receive errors when dispositioning a call, or the call recording URL will simply not appear in your call record. In that case, you should run through the above documentation again to resolve the issue.