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You can use this feature in various ways depending on how your Salesforce org is set up. To override callback numbers, create a custom Apex class that implements the NVMContactWorldVCCCore.ISelectPresentedClid interface and defines the GetPresentedClid method. The GetPresentedClid method describes how VCC can generate or locate the callback number. VCC can then present this number as the callback number.

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Note

title	Configure custom settings

When you have created your class, ensure that VCC uses the class in Salesforce. For information about configuring the class that VCC uses to select the presented CLID, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

You can create different Apex classes to define callback behaviors for different departments and users. Define the required class for specific profiles or users in hierachical custom settings.

NVMContactWorldVCCCore.ISelectPresentedClid ISelectPresentedClid interface definition

global interface ISelectPresentedClid{
	StringPresentedClidResponse GetPresentedClid(String clickToDialResultclickToDialJson);
}

The clickToDialResult clickToDialJson contains the phone number that the agent clicked to dial, and the object ID and type of the Salesforce object from which the agent clicked. clickToDialResult clickToDialJson is in JSON string format, for example, {"number":"4155551212","objectId":"001x0000003DIGj","object":"Account"}. You do not need to provide clickToDialResultclickToDialJson because Salesforce passes the value to the method for you when an agent initiates a Click to dial event.

GetPresentedClid returns the callback number as a String object.VCCCore.PresentedClidResult object.

Value	Data Type	Description
presentedClid	String	String containing the CLID to present.
isError	Boolean	If true, indicates to Vonage that an error occurred in your custom code.
errorMessage	String	If isError is true, this string should contain a useful error message.

Constructors available on VCCCore.PresentedClidResult:

global PresentedClidResult (String presentedCLid)
global PresentedClidResult (Boolean isError, String errorMessage)

Note
When creating your new class, you must declare both the class and the method as global so that the VCC installation package can access the class and invoke the method.

VCC validates the presentedClid value returned by the GetPresentedClid method according to the following rules:

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title	Example 1

In our first example, the presented callback number is stored in and retrieved from a custom field, called ClickToDialPresentedClid, on an Account object. Firstly we created an Account object field called ClickToDialPresentedClid. For information about creating custom fields, see Salesforce help.

Secondly, we created a new Apex class called SelectPresentedClidForContactByAccount:

Code Block

language	java

global class SelectPresentedClidForContactByAccount implements NVMContactWorldVCCCore.ISelectPresentedClid{
    
    // The clickToDialResult parameter contains the response string from the Salesforce ClickToDial event.
    // Salesforce passes the clickToDialResult parameter to us:
    // for example '{number: "07890123456", objectId: "0032000001FTGSo", object: "Contact"}'
    // Find more information at: https://www.salesforce.com/us/developer/docs/api_cti/Content/sforce_api_cti_onclicktodial.htm
 
    global StringVCCCore.PresetedClidResult GetPresentedClid(String clickToDialResultclickToDialJson){
         
        Map<String,Object> clickToDialResultMap = (Map<String,Object>)JSON.deserializeUntyped(clickToDialResultclickToDialJson);
        String contactId = (String)clickToDialResultMap.get('objectId');
         
        Contact c = [SELECT Id, AccountId FROM Contact WHERE Id = :contactId];
        Account a = [SELECT Id, ClickToDialPresentedClid__c FROM Account WHERE Id = :c.AccountId];
         
        String presentedClid = a.ClickToDialPresentedClid__c;
         
        return new VCCCore.PresentedClidRsult(presentedClid);       
    }
}

When an agent clicks to dial a number in a contact record, VCC runs our GetPresentedClid method in the SelectPresentedClidForContactByAccount class, which implements the ISelectPresentedClid interface. The GetPresentedClid method performs the following tasks:

receives the details (clickToDialResultclickToDialJson) of the Click to dial event
uses the objectId from clickToDialResultclickToDialJson to identify the contact record from which the agent initiated the call
locates the record for the account to which the contact belongs
returns the number from the custom field (ClickToDialPresentedClid__c) on the account record

VCC uses the returned number as the callback number. The number appears both in ContactPad and on handset of the person that the agent has clicked to dial.

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title	Example 2

In our second example, the presented callback number is set according to whether the customer's telephone number is a mobile—or cell—number, a number with a London area code, or other number.

The Apex class that implements NVMContactWorld.SelectPresentedClidByPolicy is called SelectPresentedClidForContactByAccount:

Code Block

language	java

global class SelectPresentedClidByPolicy implements NVMContactWorldVCCCore.ISelectPresentedClid{
     
    // The clickToDialResult parameter contains the response string from the Salesforce ClickToDial event.
    // Salesforce passes the clickToDialResult parameter to us:
    // for example '{number: "07890123456", objectId: "0032000001FTGSo", object: "Contact"}'
    // Find more information at: https://www.salesforce.com/us/developer/docs/api_cti/Content/sforce_api_cti_onclicktodial.htm
  
    global StringVCCCore.PresentedClidResult GetPresentedClid(String clickToDialResultclickToDialJson){
          
        Map<String,Object> clickToDialResultMap = (Map<String,Object>)JSON.deserializeUntyped(clickToDialResultclickToDialJson);
        String customerNumber = (String)clickToDialResultMap.get('number');
        
        //Account default
        String presentedClid = '01234567890';
          
        if (customerNumber.startsWith('07') || customerNumber.startsWith('+447')) {
            //Mobile, or cell, numbers
            presentedClid = '07123456789';
        } else if (customerNumber.startsWith('0207') || customerNumber.startsWith('+44207')) {
            //Basingstoke numbers
            presentedClid = '02071234567';
        }
          
        return new VCCCore.PresentedClidResult(presentedClid);    
    }
}

When an agent clicks to dial a number in a contact record, VCC runs the GetPresentedClid method in the SelectPresentedClidByPolicy. The GetPresentedClid method performs the following tasks:

receives the details (clickToDialResultclickToDialJson) of the Click to dial event
uses the number from clickToDialResultclickToDialJson to identify the customer's telephone number, which the agent clicked to dial
returns the appropriate number:
- if the customer's number is a mobile number, the method returns a mobile number
- if the customer's number has a London area code, the method returns a London area code
- if the customer's number is any other number, the method returns the default number (01234567890)

VCC uses the returned number as the callback number. The number appears both in ContactPad and on handset of the person that the agent has clicked to dial.

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