What are CDR and MDR?
Call Detail Records (CDR) - Logs data for telephone calls, including duration, direction (inbound or outbound), and participants. For more information on call loggings in Salesforce, read this guide.
Message Detail Records (MDR) - Tracks SMS data, such as sender, receiver, and message direction. Read this guide to learn more about SMS/MMS logging in Salesforce.
When integrated, Aloware automatically updates Salesforce with call and SMS activity data, eliminating manual updates and streamlining workflows for sales and support teams.
Field mapping overview
Below is a breakdown of the default and custom fields that synchronize between Aloware and Salesforce for CDR and MDR.
Default fields on Salesforce tasks for communication fields (CDR and MDR)
Field Name (Aloware) | Field Label (Salesforce) | Description | CDR (Call) | MDR (SMS) |
User | Assigned To | Indicates the assigned owner of the task. By default, the task is assigned to the user who created it. | Yes | Yes |
Contact | Name | Refers to the contact or lead associated with the task. | Yes | Yes |
Phone | Phone | Refers to the phone number linked to the contact or lead associated with the task. | Yes | Yes |
User | Created by | Indicates the user who created the task, along with the task creation date and time. | Yes | Yes |
Duration | Call Duration | Shows the total duration of a call in seconds. | Yes | Yes |
Call Object Identifier | Call Object Identifier | Links to the unique identifier for a call logged via Salesforce CTI integration with Aloware. | Yes | Yes |
Type | Communication Type | Indicates the nature of the task, such as Call or SMS. | Yes | Yes |
Priority | Priority | Indicates the importance or urgency of a task (e.g., High, Normal, or Low). | Yes | Yes |
Status | Status | Indicates the status of the task (e.g., Completed, In Progress). | Yes | Yes |
Subject | Subject | Displays the subject line of the task (e.g., "Call" or "Send SMS"). | Yes | Yes |
Comments | Description | Contains comments or notes added by the user on the task, such as call outcomes or SMS content. | Yes | Yes |
Aloware Custom Fields on Salesforce Activity for CDR and MDR
Field Name (Aloware) | Field Label (Salesforce) | Description | CDR (Call) | MDR (SMS) |
Communication Direction | Call Direction | Shows if communication is Inbound or Outbound | Yes | Yes |
From | From | Who called or sent the message | Yes | Yes |
To | To | Who received the call or message | Yes | Yes |
user_email | Email of the contact | Yes | Yes | |
Phone | Phone | Phone of the contact | Yes | Yes |
Call outcome | Call disposition | Represents the result of a given call | Yes | No |
Source | Source | Name of a call center | Yes | Yes |
Step-by-Step configuration by admin
Step 1: Prepare the Salesforce environment
Access the Salesforce setup menu.
Step 2: Custom fields in Salesforce for Aloware attributes
Navigate to Activity Object (which includes tasks) in Salesforce Object Manager.
Check the following custom fields to map Aloware attributes to Salesforce:
Call disposition
Call direction
From
To
Source
Email
Phone
Clearly label fields to align with Salesforce naming conventions and ensure user clarity.
Verify the relationship mapping to maintain consistency between Salesforce fields and Aloware attributes.
Step 3: Populate custom fields in activities layout
Go to Page Layouts for Task in Salesforce.
Check the newly created fields to the layout where users can view and interact with them easily. For example:
Position call disposition and call direction in a prominent location for quick access.
Ensure From, To, Source, and other fields are associated with both Leads and Contacts.
Salesforce admins can edit the position, but they are ready only properties fields, so they come from Aloware and cannot be edited.
Save and activate the new layout for it to be visible to users.
Step 4: Perform testing with leads and contacts
Log in as a user in Salesforce.
For calls:
Log a new call in Aloware.
Validate the data synchronization in Salesforce by checking the associated lead or contact records.
Confirm fields like call direction, from, to, and call disposition are populated correctly.
For SMS:
Send a test SMS in Aloware.
Check the SMS activity logs in Salesforce for the mapped details.
Step 5: Validate Outputs and Synchronization
Confirm that all mapped fields are correctly displayed in Salesforce tasks.
Check data integrity to ensure field values match their corresponding Aloware attributes.