If enabled for your account, you can configure whether ContactWorld should record an outbound call based on the dialed number's prefix. You can specify as many digits as you want in the prefix. Therefore you can define different call recording rules based on the country code, area code, or even entire telephone number.
For example, ContactWorld can automatically record the call when your agent calls a contact in the United Kingdom (with the prefix +44) but not when the agent calls a contact in Spain (with the prefix +34). ContactWorld will use the default call recording settings, if you have no rule defined for a dialed number.
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- Specify which class ContactWorld must use. You specify the class in the custom settings data for your org, profile or user. Type NVMContactWorld.CallRecordingByNumberPrefix in the Call Recording Selector Class field. For more information about configuring custom settings, see Configuring custom settings for optional ContactWorld NewVoiceMedia features in Salesforce.
- Assign the ContactWorld Auto Call Recording user permission set to agents and supervisors using the feature. For detailed information about this permission set, see ContactWorld Auto Call Recording user permissions.
- Assign Create, Edit and Delete permissions on Callback Prefix Mapping object for supervisors using this featurethe ContactWorld Supervisor permission set to any supervisor who needs to configure this feature. For detailed information about this permission set, see ContactWorld Supervisor permissions.
- Configure sharing settings for the Callback Prefix Mapping object if you want to restrict the access different profiles have to other profiles' records. For information about sharing settings, see Salesforce help.Set the Callback Prefix Mapping object tab to Default On for supervisors.
- If you are using Salesforce Lightning Experience, you must add the Callback Prefix Mappings tab to the applicable app or apps.
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