How do I use Click to dial in
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Vonage Contact Center?
When you integrate NewVoiceMedia Vonage Contact Center into Salesforce, you are able to use all the usual NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center 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 calland receiving calls in ContactPad. 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 callsin ContactPad. 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.
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When you make an outbound call, NewVoiceMedia Vonage Contact Center 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 callsin ContactPad.
If you are using Click to dial and your supervisor has configured automatic callback numbers, you can use automatic callback numbers when you make an outbound call using Click to dial. For information about automatic callback numbers, see Automatic callback numbers for Click to dial.
To use automatic callback numbers, set your default callback number to --Auto--. For information about setting your default callback number, see Setting the default callback number for outbound callsin ContactPad.
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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 Vonage Contact Center 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 Making and receiving calls in ContactPad. Additionally, you can consult during a call using Click to dial.
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How do I transfer a call using Click to dial?
Using NewVoiceMedia Vonage Contact Center 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 Making and receiving calls in ContactPad. 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 How do I consult with a third party during a call using Click to dial?.