Automatic_Number_Identification
Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.
Glossary
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| − | =Click-to-Dial | + | =Configuring Click-to-Dial rules= |
| − | + | Click-to-Dial allows you to dial a phone number directly from Salesforce. Based on the pre-processing rules defined in the configuration options, the adapter formats the selected phone number and then dials the contact. These configurations are often helpful while dialing an international number. You will see the formatted phone number in the screen pop. | |
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| − | To support click-to-dial for international numbers, | + | ==Pre-processing rules for international dialing== |
| + | You can configure the adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or {{Glossaryterm|term=Automatic_Number_Identification|text=ANI}} for international dialing. | ||
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| + | To support click-to-dial for international numbers, the pre-processing rules you setup in the adapter examines the phone number it receives from Salesforce to determine if a prefix should be added before making the dial request. This can be helpful when local numbers are stored in Salesforce records, but dialing prefixes are required to dial the call. You can configure pre-processing rules with the [[GPAConfig#click-to-dial.preprocessing-rules|click-to-dial.preprocessing-rules]] option. For example, you can configure a pre-processing rule to prefix the phone number being dialed with a +1 . | ||
You can also define pre-processing rules for the screen pop to replace a portion of the ANI — for example, to remove a leading +1. This can be helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the [[GPAConfig#screenpop.preprocessing-rule|screenpop.preprocessing-rule]] option. | You can also define pre-processing rules for the screen pop to replace a portion of the ANI — for example, to remove a leading +1. This can be helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the [[GPAConfig#screenpop.preprocessing-rule|screenpop.preprocessing-rule]] option. | ||
Revision as of 08:34, March 13, 2019
Configuring Click-to-Dial rules
Click-to-Dial allows you to dial a phone number directly from Salesforce. Based on the pre-processing rules defined in the configuration options, the adapter formats the selected phone number and then dials the contact. These configurations are often helpful while dialing an international number. You will see the formatted phone number in the screen pop.
Pre-processing rules for international dialing
You can configure the adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or ANI for international dialing.
To support click-to-dial for international numbers, the pre-processing rules you setup in the adapter examines the phone number it receives from Salesforce to determine if a prefix should be added before making the dial request. This can be helpful when local numbers are stored in Salesforce records, but dialing prefixes are required to dial the call. You can configure pre-processing rules with the click-to-dial.preprocessing-rules option. For example, you can configure a pre-processing rule to prefix the phone number being dialed with a +1 .
You can also define pre-processing rules for the screen pop to replace a portion of the ANI — for example, to remove a leading +1. This can be helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the screenpop.preprocessing-rule option.