This guide describes the setup required in Salesforce to enable the usage of Aircall Custom Fields, along with recent changes. These fields allow the Salesforce integration to log more data regarding your calls.

Make custom fields visible

Follow these steps to give users access to the custom fields.

Steps

  1. Log in to your Salesforce account.

  2. Go to Setup.

  3. Select Permission sets.

  4. Go to Aircall_PermissionSet.

  5. Click on Manage Assignments and then Add Assignments.

  6. Select the users you want to give access to the custom fields below.

Permission_sets_.gif

Available custom fields

Below is the list of Aircall custom fields available:

  • Detailed call type: Describes the type of call (Inbound answered, Missed, Outbound answered, Outbound Unanswered, Voicemail)

  • Hour in timezone: Shows the hour of the day, in the user’s local time zone, that the call took place

  • Missed Call Reason: Describes the reason an inbound call was missed (out_of_opening_hours, no_available_agent, abandoned_in_ivr, abandoned_in_classic, short_abandoned, agents_did_not_answer)

  • Time zone: Shows the local time zone of the User who made/received the call

  • Call Id: Shows the Aircall Call ID for the call

  • External contact phone number: Shows the number of the Lead of Contact

  • Handle time: Shows the total duration of the call (it includes waiting time, in-call duration and wrap-up time)

  • Made by: Shows the name of the Aircall user who made the call when it is outbound

  • Number name: Shows the name of the Aircall number that made/received the call

  • Aircall number: Shows the Aircall number the call was made to or from. It is entered in E164 format without the “+”

  • Answered by: Shows the name of the Aircall user who picked up the call

  • Call Recording: Contains a link to the recording of the call

  • Connection status: Shows if an inbound call was “connected” or “not connected”

  • Country: Shows the country of the number the user made or received a call to/from

  • Has connected: A checkbox that will be ticked/checked only if the Connection status is “connected”

  • Is Missed call: A checkbox that will be ticked/checked if the call was missed

  • Is Voicemail: A checkbox that will be ticked/checked for missed calls that have a voicemail

  • Transferred to: Shows the name of the Aircall user a call was transferred to

  • Waiting time: Shows the time, in seconds, between an inbound call being received and being answered. This will be 0 for all outbound calls

Add custom fields to Tasks

To add these and other fields to your Tasks, follow the steps below.

Steps

  1. Go to Setup.

  2. Go to Object Manager.

  3. Go to Task.

  4. Click on Page Layouts and then your Page Layout Name.

  5. Add the fields you would like visible in your Tasks, then save.

You are now ready to start using Aircall custom fields in Salesforce.