Using Click to dial in Vonage Contact Center in Salesforce
How do I use Click to dial in Vonage Contact Center?
When you integrate Vonage Contact Center into Salesforce, you are able to use all the usual Vonage Contact Center features. You can also use Click to dial. Using Click to dial, you can perform the following tasks:
- Make an outbound call
- Use a dynamically selected callback number
- Consult with a third party
- Transfer a call
Click to dial is a Salesforce feature and is part of Salesforce's OpenCTI API. If you have installed Vonage Contact Center into Salesforce but Click to dial is not working, perform the following tasks: If you are using Global Voice Assurance, all phone numbers in Salesforce records must be in +E.164 format. For information about Global Voice Assurance and +E.164 format, see Global Voice Assurance and Telephone number formats in Vonage Contact Center in Salesforce. If you are experiencing problems specifically with telephone numbers with extentions, check the format of these phone numbers. For information about the format required by telephone numbers with extensions, see Telephone number formats in Vonage Contact Center in Salesforce.
How do I make an outbound call using Click to dial?
Using 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 and receiving calls in ContactPad. If you have the Click to dial feature enabled, you can also make outbound calls using Click to dial.
The integrated Click to dial feature makes outbound calling very simple.
To use Click to dial, click any phone number within Salesforce to initiate a call. Numbers in list views, or in contacts, leads or accounts are clickable links. In the same way as if you click Make Call in ContactPad, your state changes to Busy Outbound. Next your telephone rings, and when you answer, you hear ringing until you are connected to the number that you clicked to dial.
To use Click to dial, the phone number can be a full telephone number, or a short code. If you are calling a short code, the short code must have a destination number configured in ContactWorld.
If Click to dial is unavailable (phone numbers do not look like links and the phone icon alongside the numbers is gray instead of green), make sure you are logged into ContactPad. If you are not logged in, phone number links are disabled.
If you click a link in a list view, you must open the actual record to make notes for the call. For information about adding notes during the call, see Logging a call during the call.
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 in 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.
How do I use automatic callback numbers with Click to dial?
When you make an outbound call, 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 in 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 in ContactPad.
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 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 Making and receiving calls in ContactPad. Additionally, you can consult during a call using Click to dial.
To consult with a third party during a call using Click to dial, perform the following steps:
- 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.
To use Click to dial, the phone number can be a full telephone number, or a short code. If you are calling a short code, the short code must have a destination number configured in ContactWorld.
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.
When you complete a Transfer, your state automatically changes to the Wrap Up state of Call Transferred.Information
The default timeout for the Call Transferred state is five seconds. Contact Vonage if you need to change this timeout.
How do I transfer a call using Click to dial?
Using Vonage Contact Center in Salesforce you can transfer calls using ContactPad in the standard way. For information on transferring calls using ContactPad, see 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?.
For general assistance, please contact Customer Support.
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