In Salesforce, users might observe that the timezone recorded for the call is not the same as the user, and instead is recorded in UTC. This article explains the expected behavior and steps to take to ensure the correct information is provided.
- Calls are shown as being logged at the correct time, but wrong hour
- Calls are shown as being logged in the wrong timezone in Salesforce
- Different timestamps are used in Salesforce compared to when the call was made.
The behavior is expected and relates to the design of the integration between Salesforce and Aircall. UTC is a standard method to record timestamps.
We recognize that some users would prefer more information on when the time of the call took place. To achieve this, recent versions of the Salesforce integration contain additional fields that can be added to the Field layout that provide additional time data points for reporting.
You must ensure correct Salesforce Permissions to these fields is granted to ensure visibility to users. A Salesforce Administrator can assist with this task.
The list of available custom fields for the Aircall Integration are available in: Salesforce Call Logging - Fields. This includes the following handy fields:
- Timezone: field will be populated with the set timezone of the Aircall number used for the call.
- Hour of the day: field will be populated by the hour in which the call was made or received.