How can I automate the presented CLID when an agent makes an outbound call?
From version 2.3 of ContactWorld Connect, if enabled for your account, you can configure ContactWorld Connect to dynamically select a callback number. The dynamically selected callback number takes precedence for individual calls over both the callback number defined by your agent in ContactPad and your account's default callback number. For information on callback numbers, see Callback numbers.
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To create the custom class, you must be familiar with creating Apex classes in Salesforce. For information on creating Apex classes, see Salesforce help.
NVMContactWorld.ISelectPresentedClid interface definition
global interface ISelectPresentedClid{
String GetPresentedClid(String presentedClidJson);
}...
- if a null value is returned, the call continues and ContactWorld Connect 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 call continues, and the value is used as the callback number for the call
Example
The presented callback number is stored in and retrieved from a custom field called PresentedCLID__c. The custom field is in the Dial List that the current Dial Entry belongs to. The GetPresentedClid method of the SelectPresentedClidByDialList class runs when an agent makes an outbound call using ContactWorld Connect. The method performs the following tasks:
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