How do I use Click to dial in NewVoiceMedia?
When you integrate NewVoiceMedia into Salesforce, you are able to use all the usual NewVoiceMedia features. You can also use Click to dial. Using Click to dial, you can perform the following tasks:
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How do I make an outbound call using Click to dial?
Using NewVoiceMedia in Salesforce you can make outbound calls using ContactPad in the standard way. For information about making outbound calls using ContactPad, see Making an outbound call. If you have the Click to dial feature enabled, you can also make outbound calls using Click to dial.
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You can set a default callback number for all outbound calls. For information on setting your default callback number, see Setting the default callback number for outbound calls. If your chosen callback number does not appear in the Information panel in ContactPad, your Salesforce administrator might have overridden the callback number that is displayed. For information on overriding the callback number, see Automating callback numbers for Click to dial.
How do I use automatic callback numbers with Click to dial?
When you make an outbound call, NewVoiceMedia presents a number to the person you are calling. This number is the callback number. Using the callback number, the person receiving the call can potentially identify you and optionally return your call at another time. You can set the default callback number for outbound calls in ContactPad. For information about setting the default callback number for outbound calls, see Setting the default callback number for outbound calls.
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If you click Make Call in ContactPad to make an outbound call instead of using Click to dial, next time you use Click to dial you must set your callback number setting back to --Auto--. |
How do I consult with a third party during a call using Click to dial?
Using NewVoiceMedia in Salesforce you can consult with a third party and, optionally, transfer calls using ContactPad in the standard way. For information on consulting with a third party using ContactPad, see Working with an inbound call. Additionally, you can consult during a call using Click to dial.
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- In ContactPad, click Hold. You and your caller hear hold music.
Locate the Salesforce record that contains the number you want to click to dial, such as a Lead, a Contact, or an Account. Open the record if necessary.
Click the number you want to dial.
Insert excerpt _ExcerptShortCode _ExcerptShortCode nopanel true You hear ringing until you are connected to the number that you clicked.
When you are connected the available ContactPad buttons change.
You can perform the following tasks:
- To end the new call that you initiated with Click to dial, click Release. You hear hold music. Click Retrieve to return to the original call.
- To return to the original call without ending the new call, click Alternate. To go back to the new call, click Alternate again.
- To transfer the original call to the number you clicked to dial, click Transfer. You can also transfer the call by hanging up your telephone without releasing the new call first.
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How do I transfer a call using Click to dial?
Using NewVoiceMedia in Salesforce you can transfer calls using ContactPad in the standard way. For information on transferring calls using ContactPad, see Working with an inbound call. Additionally, if you have the Click to dial feature enabled, you can also transfer calls using Click to dial. For information about transferring calls using Click to dial, see Using How do I consult with a third party during a call using Click to dial in NewVoiceMedia in Salesforce?.