Callback numbers in Vonage Premier for Service Cloud Voice
Prefix-based callback numbers
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to present a callback number based on the prefix of the number that an agent dialed. For example, when making an outbound call to a geographical number, a callback number from the same geographical region can be automatically selected and then presented. For information about configuring prefix-based callback numbers, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
Field-based callback numbers
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to present a callback number based on a field within a record that the agent wants to dial. For example, a contact is in a geographical region that is different to the agent's. Based on the Location field on the contact record, agents can present a number corresponding to that region. For more information about configuring field-based callback numbers, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
Field-based callback numbers
The configuration only applies when the agent makes a call using Click to dial.
Apex-based callback numbers
When using Vonage Premier for Service Cloud Voice, you can configure Apex code to determine the callback number that is presented when an agent makes an outbound call. For information about configuring Apex-based callback numbers, see Automating callback numbers for Click to dial using Apex.
Manual callback number selection
When using Vonage Premier for Service Cloud Voice to make an outbound call, an agent can select the callback number to display from a list in their Omni-Channel widget. Only callback numbers made available to the agent in User Admin will be displayed, plus -- Default -- and -- Auto --. For information about configuring callback numbers, see How do I define callback numbers for an agent user? in Configuring individual users.
Manually selecting a specific callback number overrides any other callback number configuration that may have been set up, such as field- or prefix-based callback numbers.
Selecting -- Auto -- in the list will use the field- or prefix-based mappings already configured.
For general assistance, please contact Customer Support.
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