Add Custom Call Records in Salesforce

Admins can add custom fields to Salesforce activity records, giving teams greater control over what call data is captured.

From call duration breakdowns to campaign details and transfer types, you can select only the fields you need to track what matters most to your team. These fields are created directly on the Task or Event objects and displayed in the activity log, enabling more granular analysis and reporting.

Choose from a variety of built-in custom fields designed specifically for voice calls. These include:

- Call Hold Time
- Call Ring Time
- Call Duration (Total)
- Call Transfer Type (Blind, Consulted)
- Call Campaign
- Queue Information
- Call ID from PBX
- Call Start Time (Hour)

These values can be used for productivity tracking, call flow optimization, or identifying peak calling hours. You can also enable an Incomplete Call History tab to complete missing information later.

Custom fields support advanced Unaric Voice for Microsoft Teams features like the Power Dialer and Automatic Call Distribution.

For example, the Call Campaign field tracks which dialing campaign generated a call, while the IVR ID field can capture numeric input from callers - such as a case number - during IVR routing.

This creates a more complete picture of the call experience and helps link voice interactions to specific business processes.

Admins can add these fields with a few clicks, then assign visibility using permission sets.

Once created, fields are automatically available to all users configured in a Call Center setup via the CTI Additional Task Fields permission set.

It's recommended to add all fields for maximum reporting flexibility, though fields can be selected individually if space is limited on the Task layout.

The setup is lightweight, scalable, and built with data security in mind.