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Note

title	Configure custom settings

When you have created your class, ensure that ContactWorld uses the class in Salesforce. For information about configuring the class that ContactWorld uses to select the presented CLID, see Configuring custom settings for optional NewVoiceMedia Vonage Contact Center features in Salesforce.

You can create different Apex classes to define callback behaviors for different departments and users. Define the required class for specific profiles or users in hierachical custom settings.

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if a null value is returned, the Click to dial call continues and ContactWorld uses the agent's default callback number, if set, or the account's default callback number
if a non-null value is returned but the value is not configured as a callback number for the account, the agent receives an error message
if a non-null value is returned and the value is configured as a callback number for the account, but that callback number is restricted from the agent, the agent receives an error message
if a non-null value is returned and if the value is configured as a callback number for the account and that callback number is not restricted from the agent, the Click to dial call continues, and the value is used as the callback number for the call

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Secondly, we created a new Apex class called SelectPresentedClidForContactByAccount:

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title	Example 1

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In our first example,

the

the presented callback number is stored in and retrieved from a custom field, called ClickToDialPresentedClid, on an Account object. Firstly we created an Account object field called ClickToDialPresentedClid. For information about creating custom fields, see Salesforce help.

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global class SelectPresentedClidForContactByAccount implements NVMContactWorld.ISelectPresentedClid{
    
    // The clickToDialResult parameter contains the response string from the Salesforce ClickToDial event.
    // Salesforce passes the clickToDialResult parameter to us:
    // for example '{number: "07890123456", objectId: "0032000001FTGSo", object: "Contact"}'
    // Find more information at: https://www.salesforce.com/us/developer/docs/api_cti/Content/sforce_api_cti_onclicktodial.htm
 
    global String GetPresentedClid(String clickToDialResult){
         
        Map<String,Object> clickToDialResultMap = (Map<String,Object>)JSON.deserializeUntyped(clickToDialResult);
        String contactId = (String)clickToDialResultMap.get('objectId');
         
        Contact c = [SELECT Id, AccountId FROM Contact WHERE Id = :contactId];
        Account a = [SELECT Id, ClickToDialPresentedClid__c FROM Account WHERE Id = :c.AccountId];
         
        String presentedClid = a.ClickToDialPresentedClid__c;
         
        return presentedClid;       
    }
}

When an agent clicks to dial a number in a contact record, ContactWorld runs our GetPresentedClid method in the SelectPresentedClidForContactByAccount class, which implements the ISelectPresentedClid interface. The GetPresentedClid method performs the following tasks:

receives the details (clickToDialResult) of the Click to dial event
uses the objectId from clickToDialResult to identify the contact record from which the agent initiated the call
locates the record for the account to which the contact belongs
returns the number from the custom field (ClickToDialPresentedClid__c) on the account record

ContactWorld uses the returned number as the callback number. The number appears both in ContactPad and on handset of the person that the agent has clicked to dial.

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Versions Compared

Old Version 4

New Version 5

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