How can I automate the
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presented CLID when an agent makes an outbound call?
From version 2.3 of ContactWorld Connect, if 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 about callback numbers, see Callback numbers.
You can use this This feature in various ways depending on how your Salesforce org is set up. To override callback numbers, you must create a custom Apex class that implements the NVMContactWorld.ISelectPresentedClid interface and defines the GetPresentedClid method. The GetPresentedClid method describes how ContactWorld Connect can generate or locate the callback number. ContactWorld Connect can then present this number as the callback number.
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);
}presentedClidJson contains the recipient's phone number, the object ID, type of the Salesforce object, Dial Entry ID and Dial List ID. presentedClidJson is in JSON string format, for example, {"number":"4155551212","objectId":"001x0000003DIGj","object":"Account","dialEntryID":"a0824000000QAdE","dialListID":"a0724000000uhjY"}.
You do not need to provide presentedClidJson because Salesforce passes the value to the method for you when ContactWorld Connect initiates an outbound call.
GetPresentedClid returns the callback number as a String object.
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When creating your new class, you must declare both the class and the method as global so that the ContactWorld Connect package can access the class and invoke the method. When you have created your class, you must ensure that ContactWorld Connect uses the class. For information about configuring the class that ContactWorld Connect uses to select the presented CLID, see Configuring custom settings for optional features. |
ContactWorld Connect validates the value returned by the GetPresentedClid method according to the following rules:
- 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:
- receives the details (
presentedClidJson) of the outbound call event - gets the
presentedClidMapfrom thepresentedClidJsonobject - uses the
dialListIdfrompresentedClidMapto identify the current Dial Entry's associated Dial List record - returns the number from the custom field (
PresentedClid__c) on the Dial List record
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| language | java |
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| linenumbers | true |
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works in the same way as automating callback numbers for Click to dial in ContactWorld in Salesforce. You also configure the feature in the same way. For information about automating callback numbers for Click to dial, see Automating callback numbers for Click to dial.