To capture Calls reliably, an admin sets up both the manual path (Log a Call) and, for contact centers, the automated path (Salesforce Voice). The steps below cover the common configuration that makes Call data show up in timelines and reports.
- Add Log a Call to page layouts
In Setup, edit the Activities section of the relevant Lead, Contact, Account, Opportunity, and Case page layouts (or the Lightning record page) so the Log a Call quick action is available. This is what lets reps create a Call as a closed Task in a couple of clicks.
- Customize the Call Result picklist
Edit the Task object's Call Result (CallDisposition) picklist to match how the team describes outcomes, for example Connected, Left Voicemail, No Answer, or Callback Requested. Consistent values here are what make later call-outcome reports meaningful.
- Decide on Voice and configure it
If the team runs a contact center, set up Salesforce Voice (Service Cloud Voice) so connected calls create VoiceCall records automatically. Choose recording and transcript settings during this step, since Einstein Conversation Insights depends on the transcript being enabled.
- Build the reports and dashboards
Create report types and dashboards on Tasks filtered to TaskSubtype equals Call and on VoiceCall, then combine them so leaders see both logged and telephony-captured activity in one place.
The action that creates a closed Task with TaskSubtype Call; the manual path every rep uses to document a conversation.
Picklists on the Task and VoiceCall that record direction (Inbound or Outbound) and outcome; the backbone of call-quality reporting.
Settings that capture the audio and convert speech to text; required before Conversation Insights can analyze a call.
A flow or trigger that fills WhoId and WhatId so calls roll up to the right Account or Opportunity instead of becoming orphan activity.
- A logged Call with no WhoId or WhatId is orphan activity. It exists but never appears in account-level reports, so totals read artificially low.
- Logged Calls and Voice Calls are separate objects. A dashboard built on only one undercounts, and a careless blend can double-count the same conversation.
- Conversation Insights returns nothing if transcription was never enabled on the Voice deployment. Turn on the transcript when you configure Voice, not later.
- Open CTI adapters retire on February 28, 2028. Teams on a partner CTI softphone should plan the move to Salesforce Voice before that date.