Automating callback numbers for Click to dial

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.

ContactWorld provides three different methods of automating callback numbers with Click to dial:

• If enabled for your account, you can configure ContactWorld to dynamically select a callback number based on the dialed number's prefix. This method does not require Apex code. For information about configuring ContactWorld 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 ContactWorld 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 ContactWorld 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 ContactWorld 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.