Idea

omari-starks suggested Jul 4, '18 brett-barlow commented Mar 13, '19

Automatically or manually logging calls as logged calls, not tasks

For reporting purposes, it's extremely important to be able to have calls logged as calls and task logged as tasks, not tasks logged as calls. In addition to reporting, it's also important visually to be able to quickly visually determine my sales/support reps activity. The amount of type of activity help inform my company in regard to the number of activities and type of actives needed to convert a customer to closed won. In addition, it helps us understand where to spend our time... calls, email or live chat.

topic-default

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saadetswift16514 commented Jul 5, '18

Hey Omari, could you provide some more details? Are you using our Salesforce package or our Contact Center package?

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omari-starks commented Jul 5, '18

Hi Saadet- I believe I'm using your Salesforce package. Is there a way for you to check?

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jitender-kumar commented Jul 5, '18

Hello Omari
My answer applies to RingCentral for Salesforce, which is Office product not a contact center. And the right listing is
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH

Anyway, I see that we are setting Subtype value as "Task" and blank in field Type. I understand you would like you set the value of the field Type to be "Call". Please confirm and I will request our engineers to fix it

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omari-starks commented Jul 5, '18

Hi Jitender- Thanks for the reply, you all are extremely responsive. What I'd like and if possible is to automatically log the completed call as a "logged call" rather than a "logged task." Currently, when a call is completed and saved, a task is auto-created rather than a logged call.

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jitender-kumar commented · Jul 05, 2018 at 11:34 PM

Hello Omari,
Salesforce's Task object has data related to a call, which makes me think it is right Salesforce object to store data. I will have my team check to see if setting the Type field to be call will make it look like a "Call" rather than a task

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omari-starks commented · Jul 06, 2018 at 12:21 AM

Thank you

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brett-barlow commented Mar 13, '19

8 months later and it looks like 'Task' is still going into the SubType field, making everything show as Tasks. I followed the recommendation here of updating the SubType field to 'Call' in a BeforeInsert trigger because a value can only be populated in this field when the record is created.

It's frustrating that we have to write triggers to do this when 'call' is already being captured and tracked in the RC Logging Type field. The RingCentral engineers need to address this gap in functionality

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Idea

Automatically or manually logging calls as logged calls, not tasks

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