These text fields allow a customised callback template to be specified. Salesforce only allows 255 characters in custom settings text fields, which is normally not enough for a real-world template, so it is possible to overflow onto Custom Callback Template 2 and 3 as necessary.
Always end the section before an overflow at a line ending. Salesforce removes all extra lines before and after a text entry, so a newline is automatically entered by the CTI between the overflow fields.
Callback Template
The custom callback template describes an additional task object that can be created, separate to the wrap up task object, which would be added whenever a call is set for callback.
It consists of an arbitrary number of lines made up of the following syntax:
[?]<key>:<value>
The table is always Task - there is no option to edit this.
For all other lines, the key is a column name, and the value is the value to write to that column. Macros can be used in value strings, but not in keys.
The ? modifier tells the text processor that if the value evaluates to null, then the column should not be written to.
Substitution Table
The following variable substitution table is available for macros:
Variable name | Description |
|---|---|
LoggedInUserId | Salesforce Id of the currently logged in user |
CallType | Inbound, Outbound or Internal |
CallDurationSeconds | Duration of the call (including ringing) in seconds |
WrapupCode | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call |
WrapupString | String value associated (in the call center configuration) with the integer WrapupCode |
WrapupLabel | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. |
WrapupCode_0 | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call for a wrapup with a nested wrap applied (this can also be used interchangeably with WrapupCode when there is no nested wrapup) |
WrapupString_0 | String value associated (in the call center configuration) with the integer WrapupCode for a wrapup with a nested wrap applied (this can also be used interchangeably with WrapupString when there is no nested wrapup) |
WrapupLabel_0 | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. |
WrapupCode_1 | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call for a nested wrapup |
WrapupString_1 | String value associated (in the call center configuration) with the integer WrapupCode for a nested wrapup |
WrapupLabel_1 | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. |
WrapupDurationSeconds | Duration in seconds from the point that the call is Hung Up to the point that the agent presses the Done button on the CTI wrap up. |
CallDateTimeLocal | Date rendered as a string that is the time of the start of the call in the User's time zone |
CallDateTimeSalesforce | UTC/GMT Date/Time of the start of the call, rendered into Salesforce's preferred format |
CallUUID | Unique identifier assigned by the switch to the call |
CallRecordingLink | Expands to a valid call recording link when the call has been recorded |
OtherParty | The other party's phone number |
LogMessage | The log message the user typed into the CTI user interface at the end of the call |
LeadOrContact | The Id of a Lead or Contact associated with the call, which can be written to the WhoId column in a Task |
RelatedTo | The Id of an object related to the call. Can be written to the WhatId column in a Task |
AccountId | The Id of an account related to the call |
Picklist | A value from the selection in the call center configuration, selected by the user |
CallbackMessage | Visibility of textbox for adding callback notes |
CallbackDateTimeSalesforce | UTC/GMT Date/Time of the callback, rendered into Salesforce's preferred format |
Default Template
This template is used when no custom changes are required.
OwnerId: {LoggedInUserId}
Subject: Call -To close
ActivityDate: {CallbackDateTimeSalesforce}
CallObject: {OtherParty: IFNULL Natterbox}
Priority: Normal
Status: Not Started
?WhoId: {LeadOrContact}
?WhatId: {RelatedTo}Description:{CallbackMessage}