You are here:
Guidelines for Starting to Use Voice Connectors
Make sure sales and service teams record calls to start using Einstein Conversation Insights. We recommend testing a call to make sure everything’s set up correctly.
Required Editions
| Available in: Lightning Experience |
| Available in Einstein Conversation Insights, which is available in Starter, Pro, Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions |
Assign Permissions/Licenses
To get started, make sure users are using the voice providers appropriately. Users must have an Einstein Conversation Insights permission set assigned.
Set Up User ID/Phone Number Matching
When the Voice Connector package is installed, three new fields are automatically added to each Salesforce user profile (Dialpad User Identifier, Aircall User Identifier, Ringcentral User Identifier). These fields must be populated with the user ID that Salesforce receives from each call record. Please populate the corresponding field, based on which connector you use, for each user.
Considerations for User ID/Phone Mapping
For new phone calls that are received, the Voice Connector app matches each call to a Salesforce user in the following ways:
For Aircall, RingCentral, and Dialpad
- Uses ID from each phone call and matches to the corresponding Salesforce user profile fields (Aircall User Identifier OR RingCentral User Identifier OR Dialpad User Identifier).
- If no match is made, uses corresponding to/from phone number from call and matches to the corresponding Salesforce user profile field (Phone).
- If no match is made, call has no identified user, and call is not processed.
For Amazon Connect
- Uses (Agent Login Username) from the Contact Channel Trace record and matches against Salesforce user profile field (Amazon Connect Username).
- If no match is made, matches to Salesforce user profile field (Email).
- If no match is made, uses corresponding to/from phone number from call and matches to the corresponding Salesforce user profile field (Phone).
- If no match is made, call has no identified user, and call is not processed.
If the same call is matched to multiple users, the user with the most recent Last Modified Date is associated with the related call.
Recorded calls are then processed automatically if they meet these criteria.
- Voice calls are longer than 10 seconds. Calls less than 10 seconds long are often not processed depending on the recording provider.
- Calls include at least two participants, with one participant not internal. Meetings with only internal attendees or meetings that include someone on the excluded list aren’t added to Salesforce.
A temporary object, VC Call, is used to process calls. If a VC Call record isn’t created for the call, something went wrong with the integration. If a VC Call record is created, but the call isn’t processed, an issue with the user, assignment, or phone number exists.
Call recordings are available as soon as they’re uploaded to Salesforce, though it can take time to analyze calls based on the size of the recording.
Calls are pulled in real time from each provider's API. Calls are also pulled in a batch update every hour if they're not pulled in real-time. For Dialpad, batch updates are also run every hour, though there can be a delay of 24 hours before a call is pulled in.
