Tag Archive | call center

Salesforce Call Center Tips: Add Call Duration to your Activity Page

One of our users asked how to add the call duration field onto their activities page.  We thought it could be helpful for others too.

To add the call duration field onto your Activities pages, you’ll need to log into Salesforce as a Salesforce Administrator.

Navigate to YourName-> Setup-> Customize-> Activities.

Select Task Page Layouts and then look for “Call Duration” at the top of the Task Page Layouts screen.  You can then drag “Call Duration” down to an open spot on the Task Page, and shuffle things around until you get a layout you like.  Make sure you press Save at the top of the “Console Interation” space.

Navigate to a lead or contact page where you already have call activities, or create a new call activity by making a test call.  Open up the Task page, and look to find your “Call Duration” field

You should now see a Call Duration field on your Task page!  The Call Duration will be populated by seconds.

You can use these steps to add any available fields onto to the Task page.  To check what fields you have available, navigate to YourName-> Setup-> Customize -> Activities-> Task Field. You can add any of these fields into your Task page.  If there are additional fields you need on your Task page, check out how to create Customized Fields in Salesforce.com

Have a good Monday everyone!

InGenius Connector for Microsoft Dynamics CRM – in Houston!

It’s trade show season and starting this weekend, the InGenius Team is off and running.  First up is Convergence 2012, the Microsoft show that starts this weekend in Houston.  InGenius will be at booth 2416 to show off our updates to the InGenius Connector for Microsoft Dynamics CRM plugin.  In case you aren’t going to make it to Houston, or if you want a sneak peak, here’s what we’ll have in store:

Updates to InGenius Connector for Microsoft Dynamics CRM have made it a very easy install.  All that is required is some phone profile information depending on the type of phone or server you are connecting to, and your Microsoft Dynamics CRM credentials.

All of the telephony control features that make your CRM so much more usable are available in InGenius Connector Microsft Dynamics CRM plugin.  There’s click to dial on all stored numbers in your MSCRM leads and contacts:

Record pops on an incoming call …

Call control and note taking space for inbound and outbound calls …

… And automatic logging in the contact record history, and in the reports!

We’re really pleased with the updates to InGenius Connector for MSCRM and thrilled to be showing at Dynamics 2012.  If you aren’t in Houston for the show, stop by our website for more information or get in touch for a free trial!

Customize Call Wrap-Up Codes in the InGenius Connector for Salesforce Call Center

This is a quick and easy customization to make to your call center.   Customized wrap up codes can save time for you and your staff, and will result in better reports from your call center data.

To customize the call wrap-up codes in your InGenius Connector for Salesforce call center, you’ll have to be a Salesforce.com Administrator – or have Administrative privileges on the Salesforce.com call center.

Navigate to Your Name -> Setup -> Call Center -> Call Centers -> Continue (if it appears):

Once you arrive at the “All Call Centers” page, click on Edit next to “InGenius Call Center Adapter.”

You’ve arrived!  This is where you’ll make changes to the standard wrap up codes.  You can add up to 20 customized wrap up codes based on what your users seem to entering most frequently into the notes section.  These codes will appear as the “Call Result” field in the call center report, making it easy to identify trends in your call center data.

Hope that’s helpful for you!  Are there other Salesforce.com call center customizations you’d like to see?


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