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:
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.
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.
Search for object Manager in Quick Find and click Object Manager.
Click Activity in the Object Manager.
Click Fields & Relationships.
Click New. The New Custom Field wizard opens.
Type Call Time Back Date in Field Label and press Tab. Field Name auto-populates. Select Date/Time in Formula Returns Type and click Next.
Type the formula CreatedDate - (55/1440), type Sets a start time for 55 minutes before the Activity Creation Date in Description, and click Next.
The number of minutes can be modified to suit your needs.
You have created the custom field that is used in the process builder.
Setting up an auto-launched flow consists of the following steps:
Creating variables in the new flow
Creating a Fast Lookup element
Make sure you are logged in as an administrator and are in Setup.
Creating a new flow opens the Flow Designer.
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.
On the Resources tab, double-click SObject Variable.
Type FirstActivityCall in Unique Name. Set the Input/Output Type to Input and Output and Object Type to Task.
On the Resources tab, double-click SObject Collection Variable.
Type NewCallSearchResult in Unique Name. Set the Input/Output Type to Input and Output and Object Type to Task.
The SObject Variable and the SObject Collection Variable are created.
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.
Type Find the unanswered records in Name and type Tab. Unique Name auto-populates. Change Look up to Task. More fields appear in Filters and Assignments.
Field Bria_PhoneNumber_c Operator: equals Value: {!FirstActivityCall.Bria_PhoneNumber_c}
Field: CallDurationInSeconds Operator: equals Value: 0
Field: CallType Operator: equals Value: Inbound
Field: CreatedDate Operator: greater than or equal to Value: {!FirstActivityCall.CreatedDate}
Start typing the value you want in Field, Operator, and Value. Choose the correct option from the filtered list that appears.
Set Variable to {!NewCallSearchResult} and select Assign null to the variable if no records are found.
Set Fields in Specify which of the record's fields to save in the variable to Id and click OK.
The Fast Lookup element is created.
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.
Name: Yes Unique Name: Yes Resource: {!NewCallSearchResult} Operator: is null Value: {!$GlobalConstant.True}
Name: No there are records Unique Name: No_there_are_records Resource: {!NewCallSearchResult} Operator: is null Value: {!$GlobalConstant.False}
Start typing the value you want in Field, Operator, and Value. Choose the correct option from the filtered list that appears.
The Decision element has the No there are records outcome, the Fast Delete element deletes the related call records.
In Filters, set Variable to {!NewCallSearchResult}.
The Fast Delete element is created.
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.
Hover on the Fast Lookup element and click Set as Start element.
Click and drag the diamond at the bottom of Fast Lookup to Decision.
Click and drag the diamond at the bottom of Decision to Fast Delete.
The Decision Routing dialog opens.
Type Clean Missed Call in Name and type Tab. Unique Name and Interview Label auto-complete. Make sure Type is set to Autolaunched Flow.
Click Activate.
The Clean Missed Call flow is activated.
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.
Search for process builder in Quick Find and click Process Builder.
My Processes opens.
Click New.
Type Catch Repeat Call Logs in Process Name and type Tab. API Name auto-completes. Set The process start when to A record changes.
Click Add Object. Choose Task as the Object, under Start the process select only when a record is created and click Save.
Click Add Criteria. Type New Call to Ring Group in Criteria Name. Under Criteria for Excluding Actions select Conditions are met.
Use Field, Operator, Type, and Value to create a condition or a group of conditions that includes all users in the ring group. Some of the choices you could use are User ID, User Profile, Department, Division, or User Role.
This example uses Assigned To ID (User) > Alias to get the Field: [Task].Owner.User.Alias. Operator: Equals Type: String Value: <User Alias in Ring Group> for each user in the ring group.
Create a condition to for inbound calls. Field: [Task].CallType Operator: Equals Type: Picklist Value: Inbound.
In Conditions, select the option that includes each user and inbound calls. If you used one condition to include all the users of the ring group, use All of the conditions are met (AND). If you used more than one condition to include all the users, you need an OR for each of the users and AND for the call type. This example uses Customize the logic and the Logic is (1 OR 2) AND 3.
Click Set Schedule in Scheduled Actions.
Complete Set Time for Actions to Execute as 1 Hours After and select Call Time Back Date in Select a date… and click Save.
Click Add Action in the same Scheduled Actions box.
Select Flows in Action Type. Action Name and Flow appear. Type Start the cleaning flow in Action Name and select Clean Missed Calls in Flow. Click Add Row in Set Flow Variables.
Select FirstActivityCall in Flow Variable, Field Reference for Type. Click in Value and pick Select the Task record that started your process and click Choose. Click Save.
Click Activate.
Your Process for removing duplicate call logs with a call time of 0 seconds is complete and active.
Topics
Bria for Salesforce - Admin Guide - Version 1.137
Publication date: 2018-08-09
Copyright ©2018 CounterPath Corporation. All rights reserved.
This document contains information proprietary to CounterPath Corporation, and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of CounterPath Corporation. The content of this publication is intended to demonstrate typical uses and capabilities of PRODUCT NAME from CounterPath Corporation. Users of this material must determine for themselves whether the information contained herein applies to a particular IP-based networking system. CounterPath Corporation makes no warranty regarding the content of this document, including—but not limited to—implied warranties of fitness for any particular purpose. In no case will CounterPath Corporation, its employees, officers or directors be liable for any incidental, indirect or otherwise consequential damage or loss that may result after the use of this publication.
CounterPath®, Bria®, X-Lite®, and the ® logo are registered trademarks of CounterPath Corporation.
Stretto™ and the Stretto Platform™ are trademarks of CounterPath Corporation.
Android and Google Play are trademarks of Google Inc. Eclipse is a trademark of Eclipse Foundation, Inc.
Intel, the Intel logo, Intel Core and Core Inside are trademarks of Intel Corporation in the U.S. and/or other countries.
iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.
iPhone, iPad, iPod, Mac, mac OS, App Store, Objective–C , and Xcode are trademarks of Apple Inc., registered in the U.S. and other countries.
Microsoft, Active Directory, Office, Excel, Outlook, and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
Oracle and Java are registered trademarks of Oracle and/or its affiliates.
All other products and services are the registered trademarks of their respective holders.
CounterPath Corporation
Suite 300, One Bentall Centre
505 Burrard Street, Box 95
Vancouver, BC V7X 1M3
Canada