How do I customize the number that a customer sees on their handset when my agents call them using Click to dial?
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When an agent uses Click to dial to make a call,
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Vonage Contact Center presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time. You have several different ways to customize the number that
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VCC presents. For more information about callback numbers, see Callback numbers.
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VCC provides three different methods of automating callback numbers with Click-to-dial:
- If enabled for your account, you can configure
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- VCC to dynamically select a callback number based on the dialed number's prefix. This method does not require Apex code. For information about configuring
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- VCC to dynamically select a callback number based on the dialed number's prefix, see Configuring prefix-based callback number selection.
- If enabled for your account, you can configure
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- VCC to dynamically select a callback number based on the value in a field in the record that contains the clicked number. This method does not require Apex code. For information about configuring
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- VCC to dynamically select a callback number based on a field's value, see Configuring field-based callback number selection.
- If enabled for your account, you can configure
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- VCC to dynamically select a callback number using Apex. For information about using Apex to select the callback number, see Automating callback numbers for Click to dial using Apex.
The dynamically selected callback numbers take precedence for individual calls over both the callback number defined by your agent in ContactPad and your account's default callback number unless you have the feature "Allow agents to override auto-presented callback number" enabled.
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To use a callback number, that number must be configured and available for your account. To add a new callback number to use with your account, contact support. Column | | |||||||||||||
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If enabled for your account, when you set a default callback number for outbound calls in ContactPad, ContactWorld VCC presents this number instead of the dynamically selected callback number. For information about setting a default callback number, see Setting the default callback number for outbound callsin ContactPad. |
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