Translating and adding picklist values

The picklist values of the extended call center configuration can be modified or added and they can also be translated in other languages.

Select: Setup - Object and Fields - Object Manager

and here select Mirage Call Center and the corresponding page like Call-Wrap-Up

Then select Fields & Relationship

Access to all fields

Now you have access to the available picklists in this object.

Click on a picklist field to add a new value, modify or delete it.

Normally you should not change the API name for picklist values delivered by mirage, as they could bee used in the application.

The API name: No Selection must not be changed.

In case of an international setup, you may use the API values for saving so that the selection is always saved in English. To achieve this, you have to uncheck the option: Save Call Wrap-Up language dependent

A call Wrap-Up group is used to limit the call Wrap-Up list to selected values.

In a first step create your group and add values like Sales / Service or Product A / Product B.

Then you can add field dependencies per value for incoming and outgoing calls. This feature allows you to limit for each group the available values and also have different values for incoming and outgoing calls.

To get the picklist values in another language like English, you have to enable the translation workbench. By default, the picklists have a German translation which will only be visible if you enable the translation workbench.

Navigate to User Interface - Translation Workbench - Translation

Now you can search for Mirage Call Center and translate values