Handling ring groups in Bria for SalesforceLightning

Due to the design of Bria for Salesforce, inbound call ring groups create the potential for duplicate call logs of zero seconds on ring group members who ultimately did not answer the call.

The following best practice to eliminate duplicate call logs in ring groups uses three Salesforce related techniques:

Creating a custom field

Setting up an auto launched flow

Setting up a process

It is recommended that you implement this on your developer org first. After it has been tested on your developer org, you can move it into production.

Setting up a Custom Field in Activities

First, create a custom date/time field which is 55 minutes before the incoming call. You can customize the value of 55 minutes. The custom field is used when setting up the process.

Make sure you are logged in as an administrator and are in Setup.

Setting up an auto-launched flow

Setting up an auto-launched flow consists of the following steps:

Creating a new flow

Creating variables in the new flow

Creating a Fast Lookup element

Creating a Decision element

Creating a Fast Delete element

Connecting the elements

Make sure you are logged in as an administrator and are in Setup.

Creating a new flow

Creating a new flow opens the Flow Designer.

Creating variables for the flow

In the flow designer, create an SObject Variable and a SObject Collection Variable. The SObject Variable is used in the Fast Lookup element. The SObject Collection Variable is used in the Fast Lookup element, the Decision element, and the Fast Delete element.

Creating the Fast Lookup element

The Fast Lookup element is used to determine if there are any incoming calls with a duration of zero seconds. This sections uses the variables you created in Creating variables for the flow.

Creating the Decision element

If the NewCallSearchResult variable shows calls in it, these related logs need to be deleted. The decision element determines whether or not there are records in the NewCallSearchResult.

Creating the Fast Delete element

The Decision element has the No there are records outcome, the Fast Delete element deletes the related call records.

Connecting the elements

The canvas should have three elements on it – Fast Lookup, Decision, and Fast Delete. The elements need to be connected and then the flow can be saved.

Setting up a Process with Process Builder

Create a Process Builder in order to launch the flow. This must be done after you have created Call Time Back Date custom field and after you have created and activated the Clean Missed Call flow.

Make sure you are logged in as an administrator and are in Setup.

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