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  • 1.  Purecloud For Salesforce - Force associating call with something

    Posted 12-19-2019 10:45
    No replies, thread closed.

    Does anyone know of a way to force agents to associate salesforce tasks created by inbound and outbound calls inside of salesforce

    The fields in purecloud inside of salesforce are in the interaction log (I wish it was all on one scree).  Users have to click it and associate the call to a person or an opportunity and or both.

    Because they have to click on it for inbound calls, they often forget to associate the call.  We have turned on the setting to auto-associate but as you can imagine that leads to a complete mess when they click around in salesforce before a call is over.

    Thoughts

    #ArchitectureandDesign
    #Integrations

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    Jeremy
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  • 2.  RE: Purecloud For Salesforce - Force associating call with something

    Posted 12-19-2019 10:46
    No replies, thread closed.
    Noting this mainly just affects inbound calls.  We get a lot of inbound calls from numbers that do not match the record.  Outbound calls are auto associated because we use click to dial everywhere.

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    Jeremy
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  • 3.  RE: Purecloud For Salesforce - Force associating call with something

    Posted 12-19-2019 10:52
    No replies, thread closed.
    You could create a Visual Force page that associates number that is not matched with a contact called Unknown Caller.  The VF page would add the unknown number to the contact and pop that record so it will associate with that contact in the plugin.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: Purecloud For Salesforce - Force associating call with something

    Posted 12-19-2019 11:28
    No replies, thread closed.

    I don't think I am fully following.  In the end the records are typically in our system, we just have to search by the persons name, open the lead or opportunity and then we *should* associate the call with that record.  We get a lot of calls from 5-6 numbers with customers on the line (transfers) and their record is in SF but it doesn't pop because the customer on the line isn't the number calling since it is a transfer.

    I like the visual force page idea, not sure if this is the same but I could maybe pop a visual force page that shows the unassigned task, then populate a list of recent opportunities, contact, leads and they could maybe click on one to quickly associate it.... 



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    Jeremy
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    Original Message


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