20.3. How to Link the Voice Call and Call Reporting objects

You can combine Salesforce Voice Call objects with Natterbox Call Reporting objects as part of your reporting, allowing you to filter and display key information from both objects together.

This will require you to first create two lookup fields, one on each object.

Note: Transfer calls are are handled differently by the 2 objects. Therefore, reporting on transfers is recommended to be done on either the voice call or call reporting object. Not on the combined report type you will create using this guide.

Configuring the fields

Voice Call Object :

1. Navigate Setup > Object Manager
2. Search Voice Call

1. Navigate Fields & Relationships and click New

1. Choose Lookup relationship as the field type
2. Click Next
3. Choose Call Reporting as the related object
4. Click Next
5. Change the field name to CallReporting (Note it is important the field name matches that exactly otherwise it will not be populated)

1. Follow the next standard steps to grant permissions and add the field to the page layout, if desired

Call Reporting Object :

1. Navigate Setup > Object Manager
2. Search Call Reporting

1. Navigate Fields & Relationships and click New

1. Choose Lookup relationship as the field type
2. Click Next
3. Choose Voice Call as the related object
4. Click Next
5. Change the field name to VoiceCall (Note it is important the field name matches that exactly otherwise it will not be populated)

1. Follow the next standard steps to grant permissions and add the field to the page layout, if desired

Note you will only be able to report on new calls going forward that were created after the new fields.

If you wish to report on the Voice Call object you will need to create a Report Type, and link it to the Call Reporting object.

Creating a new Report Type

1. Navigate Setup > Report Types
2. Click New Custom Report Type
3. Select Voice Calls as your primary object
4. Complete the rest of the details for your new report type
5. Click Next
6. Click (Click to related another object)
7. Select Call Reporting
8. Click Save

Now you will be able to create reports and dashboards using both the Voice Call and Call Reporting data together.