Call Logging Activity Troubleshooting

📌 Summary:

This video explains how to troubleshoot activity logging issues between PhoneBurner and Salesforce after making a test call. If activity logs are not appearing in Salesforce within a couple of minutes, the issue may be related to field-level security for the "Type" field on the Task object. The video walks through steps to ensure that the "Type" field is visible to all necessary user profiles. Additionally, it covers checking security access for the PhoneBurner_Call_API Apex class under Installed Packages. Ensuring these settings are properly configured resolves the majority of logging issues. For persistent problems, contacting PhoneBurner support is recommended.

🏷️ Tags:

Salesforce integration, activity logging, field-level security, Salesforce task object, PhoneBurner setup, Apex class access, Salesforce troubleshooting, Salesforce admin, call logging, Salesforce packages

🧹 Cleaned-Up Transcript:

If you've made your first test phone call using PhoneBurner and it's been more than a minute or two without seeing the activity log in your Salesforce account, you may need to adjust the field-level security on the Task Type field. Let me show you how to ensure that's set correctly.

From your admin account, click the gear icon in the upper-right corner and go to Setup. In Setup, click on Object Manager. Then, in the Quick Find bar, type in Task and click on the Task object.

Within the Task object, click on Fields & Relationships. Scroll down until you find the Type field, and click on it. Then, click Set Field-Level Security.

You'll need to ensure that every profile—at least all those that will be using PhoneBurner—has this field set to Visible. The easiest way to do this is to check the top box to select all profiles. This ensures that when you or your team are making calls using PhoneBurner, the activities will be created and logged properly.

Once you've selected the appropriate visibility, click Save. Now, all activities should begin logging automatically. Typically, activity logging occurs about 30 seconds after you disposition the call in PhoneBurner, and it should appear in Salesforce.

If you're still not seeing activity logs after adjusting the field-level security for the Type field on the Task object, there might be another cause. One possibility is access to the Apex code included in the PhoneBurner package, which logs those activities.

To verify this, go to the Quick Find bar again and type in Installed Packages. Click on Installed Packages, then find and click on the PhoneBurner package. From there, click View Components.

Look for the PhoneBurner_Call_API Apex class and click on it. Then, click on Security. Make sure that all appropriate profiles have access to this component.

These two steps—adjusting field-level security for the Type field and ensuring profile access to the Apex class—should resolve activity logging issues in about 80–90% of cases.

If you're still encountering problems, it could be something more specific, like a webhook linked to a certain disposition in PhoneBurner. In such cases, reach out to our support team. We’re happy to help you troubleshoot any remaining issues in your Salesforce account.

Thanks for watching, and happy dialing!