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When an agent, who is using a desk phone, picks up their phone to answer a queued callback, they will hear ringing until the customer answers the call. However, the queued callback call appears immediately to be in the Connected state. During this time, the agent cannot hang up the call. Controlling the call is possible only when the agent is connected to the customer. |
Callback numbers
Prefix-based callback numbers
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to present a callback number based on the prefix of the number that an agent dialed. For example, when making an outbound call to a geographical number, a callback number from the same geographical region can be automatically selected and then presented. For information about configuring prefix-based callback numbers, see Configuring prefix-based callback number selectionautomatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
Field-based callback numbers
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to present a callback number based on a field within a record that the agent wants to dial.For example, a contact is in a geographical region that is different to the agent's. Based on the Location field on the contact record, agents can present a number corresponding to that region. For more information about configuring field-based callback numbers, see Configuring field-based callback number selectionautomatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
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The configuration only applies when the agent makes a call using Click to dial. |
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