This guide will describe the set up required in Salesforce to enable the usage of our Custom Fields, along with our recent changes. These fields will enable our Salesforce integration to log even more data regarding your calls.

How to make Custom Fields visible:

  • Log in to your Salesforce account

  • Go to Setup

  • Select Permission sets

  • Go to Aircall_PermissionSet

  • Click on Manage Assignments and then Add Assignments

  • Select the Users you want to give access to the custom fields below:

New Custom Fields - Part of our January 31, 2022 Salesforce package released on AppExchange

  • Detailed call type - Part of new Salesforce package released on Jan 31st. Describes the type of call (Inbound answered, Missed, Outbound answered, Outbound Unanswered, Voicemail)

  • Hour in timezone - Part of new Salesforce package. Shows the hour of the day, in the user’s local time zone, that the call took place

  • Missed Call Reason - Part of new Salesforce package. Describes the reason an inbound call was missed (out_of_opening_hours, no_available_agent, abandoned_in_ivr, abandoned_in_classic, short_abandoned, agents_did_not_answer)

  • Time zone - Part of new Salesforce package. Shows the local time zone of the User who made/received the call

  • Call Account Id - Part of new Salesforce package. Shows the Salesforce Account ID associated to the contact

  • Call Id - Part of new Salesforce package. Shows the Aircall Call ID for the call

  • External contact phone number - Part of new Salesforce package. Shows the number of the Lead of Contact

  • Handle time - Part of new Salesforce package. Shows the total duration of the call (it includes waiting time, in-call duration and wrap-up time)

  • Made by - Part of new Salesforce package. Shows the name of the Aircall user who made the call when it is outbound

  • Number name - Part of new Salesforce package. Shows the name of the Aircall number that made/received the call

Existing Custom Fields

  • Aircall number - Shows the Aircall number the call was made to or from. It is entered in E164 format without the ‘+’

  • Answered by - Shows the name of the Aircall user who picked up the call

  • Call Recording - Contains a link to the recording of the call

  • Connection status - Shows if an inbound call was “connected” or “not connected”

  • Country - Shows the country of the number the user made or received a call to/from

  • Has connected - A checkbox that will be ticked/checked only if the Connection status is “connected”

  • Is Missed call - A checkbox that will be ticked/checked if the call was missed

  • Is Voicemail - A checkbox that will be ticked/checked for missed calls that have a voicemail

  • Transferred to - Shows the name of the Aircall user a call was transferred to

  • Waiting time - Shows the time, in seconds, between an inbound call being received and being answered. This will be 0 for all outbound calls

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⚠️ Please note these fields represent the custom fields available in our new Salesforce package, released on January 31st, 2022. For more information on current fields/what’s changing, please take a look at the "What has changed?" section below.

To add these and other fields to your Tasks:

  • Go to Setup

  • Go to Object Manager

  • Go to Task

  • Click on Page Layouts and then your Page Layout Name

  • Add the fields you would like visible in your Tasks, then save:

That's it! You're now ready to start using our Custom Fields! 🎉

What has changed?

With our new Salesforce package, several new fields have been added to replace old fields. It is recommended that the old fields be hidden from view in Salesforce, and that the new fields are used instead.

Recommended Changes

  • Hide Detailed type and show Detailed call type instead

  • Hide Hour of the day and show Hour in timezone instead (the time of your calls will now show in your local timezone)

  • Hide Missed Call Ratio and show Missed Call Reason instead

  • Hide Timezone and show Time zone instead

Additionally, several completely new fields have been added.

New:

  • Call Account Id

  • Call Id

  • External contact phone number

  • Handle time

  • Made by

  • Number name


Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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