Configuring prefix-based callback number selection

If enabled for your account, you can configure Vonage Contact Center to dynamically select a callback number based on the dialed number's prefix. You can specify as many digits as you want in the prefix. So you can select a different callback number based on the country code, area code, or even entire telephone number. 

For example, VCC can present one callback number when your agents click to dial contacts in the United Kingdom (with the prefix +44) and can present another for contacts in Spain (with the prefix +34). VCC will present the default callback number when dialing contacts with any other prefix.

Before you can configure this feature, you or your Salesforce administrator must perform the following tasks. The administrator needs to perform these tasks one time only.

• Specify which class VCC must use to select the callback number. You specify the class in the custom settings data for your org, profile or user. Type VCCCore.SelectPresentedCLIDByNumberPrefix in the Callback Number Selector Class field. For more information about configuring custom setttings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
• Assign Vonage Contact Center - Auto Presented CLID user permission set to all agents and supervisors using this feature. For detailed information about this permission set, see ContactWorld Auto Presented CLID user permissions.
• Assign the ContactWorld Supervisor permission set to any supervisor who needs to configure this feature. For detailed information about this permission set, see ContactWorld Supervisor permissions.
• Configure sharing settings for the Vonage Prefix Mapping object if you want to restrict the access different profiles have to other profiles' records. For information about sharing settings, see Salesforce help.
• Set the Vonage Prefix Mapping object tab to Default On for supervisors.
• If you are using Salesforce Lightning Experience, you must add the Vonage Prefix Mappings tab to the applicable app or apps.

When your administrator has enabled the feature, you can create mappings between dialed number prefixes and callback numbers. To create a new mapping, perform the following steps:

1. Go to the Vonage Prefix Mapping object tab, click Vonage Prefix Mappings View in the View list and click Go!. Any existing mappings appear.
2. Click New Vonage Prefix Mapping. A new Callback Prefix Mapping record appears.

3. Provide the following information. Ignore other fields.

   Field	Description	Example
   Description	A name for this mapping.	Callback for UK numbers
   Dialled Number Prefix	A dialed number prefix that VCC will use to locate this mapping record.	+44
   Presented Callback Number	The callback number that VCC will display when the dialed number's prefix matches the value in the Dialled Number Prefix field. You can only use callback numbers that are configured for your account. If you use a number that is not configured for your account, VCC cannot make outbound calls that use this prefix mapping record. The error message "The call to number dialed number could not be made as the presented CLID presented callback number is restricted or is not available on your account." appears in your agent's ContactPad.	02072068888

4. Click Save.
   Using the example values in step 3, when an agent clicks to dial a phone number with the prefix +44, VCC uses 0207206888 as the callback number. In the absence of any other mappings, when an agent clicks to dial a phone number with any other prefix, VCC uses the default callback number. This default callback number can be for the account or for the agent. Which callback number VCC uses depends on the current configuration. For more information about callback numbers, see Callback numbers.