Legacy Dev Forum Posts

KIM | 2018-12-18 08:24:50 UTC | #1

Hello there,

Problem is,

After calling by click-to-dial on a case record, Interaction log is automatically linked to Task record with related case's id.

It is nice to create logs, but it is not desirable to be linked automatically. We don't want to the function.

1. Log on to Purecloud on SFDC platform
2. Open a detail page on case (such as an account )
3. Click a telephone number via Click-to-dial
4. Calling on PureCloud softphone (Outbound call)
5. Hang up the phone on PureCloud softphone
6. Reload the detail page on case and check the related task record
7. The case ID of 2) is automatically set to the [WhatId] field of task record. (It is issue!)

We want to link to the [WhatId] field of task record by manually. Even we don't use such like the function of auto association as below:

Enable Auto Association on Navigation

PureCloud Package version on Salesforce: PureCloud for Salesforce 2.40

My question is, Is it possible to not use the function that is automatically linked to the [WhatId] field of task record after sending by click-to-dail? Is this a feature of PureCloud Or a standard function of Salesforce?

I did not understand whether this is standard operation of SFDC by referring to the following page. ** checked the page: [Default fields in Salesforce] >> [Related To] https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/

Thank you for your cooperation in advance.

Richard.Schott | 2018-12-18 19:11:13 UTC | #2

Kim,

This isn't really a developer question, and likely would be better served in the community forums. That said, what you're describing is expected behavior; the click to dial automatically associates the call log with the record it is initiated from. If you were to place the click to dial from the Contact record, the "Who" would be populated with the contact information, and the "what" would be left blank. This only occurs when the click to dial is performed from an individual record, not from a search result page.

Note that the call log association can still be changed manually even if it is automatically populated.

KIM | 2018-12-19 01:45:48 UTC | #3

Richard,

Thank you for your reply. I'll use the community forum next time.

We use a developed module (VF component) to control the interaction log manually. So we don't want to the click to dial automatically associates the call log with the related record.

>Note that the call log association can still be changed manually even if it is automatically populated. I understand that the call log can be change the interaction log later manually.

I wanted to know whether the expected behavior was the behavior developed related to PureCloud 's Softphone or SFDC' s standard function.

My question is simple. Is it possible to not use the function that is automatically linked to the [WhatId] field of task record after sending by click-to-dail? Is this a feature of PureCloud Or a standard function of Salesforce?

system | 2019-01-19 00:54:14 UTC | #4

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This post was migrated from the old Developer Forum.

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