If you are using Vonage Contact Center in Salesforce, Vonage Contact Center matches inbound callers with phone numbers held in Salesforce records. To ensure the best chances of finding a match, you must standardize phone numbers within Salesforce.
You can set your number display format in your system settings in the VCC Admin Portal. For information on system settings, see Editing Configuration (Account Settings).
The recommended format for all telephone numbers is E.164. This format is internationally recognized and is country independent. By default, Vonage Contact Center presents phone numbers to Salesforce in E.164 format.
When agents with North American (US and Canada) locales type phone numbers into Salesforce records, Salesforce reformats ten- and eleven-digit numbers that start with 1. For more information, see Salesforce help. To deal with this, Vonage Contact Center presents the numbers in both national and international formats regardless of account settings. Vonage Contact Center can then match North American caller's numbers to their national format number even if the account is set to match on international numbers.
When an agent clicks to dial a number with an extension, Vonage Contact Center dials the number that appears before the extension. The agent can manually dial the extension number when they are successfully connected to the number. In addition, Vonage Contact Center correctly links the call to the Salesforce record that the agent clicked to dial from.
Click to dial extension support relies on the correct format being used for numbers in phone fields. Vonage Contact Center identifies the extension number when separated from the main number by an unexpected character. Unexpected characters are non-numeric characters, such as letters or symbols, excluding space, hyphen, (the first) plus sign, period, and parentheses.
| Phone field value | Number dialed | Identified extension |
|---|---|---|
| +1 (123) 456-7890 | +11234567890 | None |
| +1 (123) 456-7890 ext. 1234 | +11234567890 | ext. 1234 |
| +1 (123) 456-7890 x1234 | +11234567890 | x1234 |
| +1 123.456.7890 | +11234567890 | None |
| +1 123.456+7890 | +1123456 | +7890 |
| +1 123.456.7890 ! 1234 | +11234567890 | ! 1234 |
| +1 123.456 ! 7890 ext. 1234 | +1123456 | ! 7890 ext. 1234 |