When an agent uses Click to dial to make a call, ContactWorld 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 ContactWorld presents. For more information about callback numbers, see Callback numbers.
If enabled for your account, you can configure ContactWorld to dynamically select a callback number based on:
- The dialed number's prefix.
- The value in a field in the record that contains the dialed number.
- Any logic you chose. Define this logic using Apex
For information about configuring automatic callback numbers, see Automating callback numbers for Click to dial.
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 agents in your account are allowed to override automatic callback numbers.