Customize Page Layout for tasks
All phone calls are saved as a task. To make some special phone fields like call duration accessible for the user, they can be added to the task page layout.
Fields, which are not available as default fields, need to be created first in the Call Center Configuration.
Select: Setup > Customize > Activities > Task Page Layouts.
Add the fields:
•Call Type (inbound / outbound) - Salesforce standard field
•Call Start (date / time) - field automatically created during installation
•Call End (date / time) - field automatically created during installation
•Call Result Group (not available as default field)
•Call Result - Salesforce standard field
•Call Duration in seconds - Salesforce standard field
•Called ID - field automatically created during installation
•Caller ID - field automatically created during installation
•Call Ring Time (not available as default field)
•Call Hold Time (not available as default field)
•Call Duration (total) (not available as default field)
•Call Transfer Type (not available as default field)
•IVR ID (not available as default field) - requires Automatic Call Distribution for Salesforce
•Call Start Time (Hour) should not be added (only used in reports)
The default call duration is displayed in seconds. With a custom formula field you can display it in minutes.
Add additional fields
If you have task validation rules that would prevent to create the task, (e.g. if one field is left blank) then CTI Data Connector for Salesforce® could not create the record. Change the task validation rule. Add a condition which indicates that the task was created manually: The field Call Type would be empty.
If certain information such as the start and end time of a call is not to be saved for data protection reasons, this can be configured by changing the permission set. To do this, open a ticket in the support portal.