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App Note 008 - Local Number Outbound CLID for SFDC

Abstract

This Application Note will describe the capabilities of the LiveOps platform to automatically select an Outbound Campaign based on the area code of a Salesforce.com click-to-dial outbound number. In doing so, the Caller ID that is presented to the called party will be a local number, increasing the likelihood that the called party will answer the incoming call.

 

Overview of Solution

Outbound calling from the LiveOps platform comes in several varieties:

  1. Agent-less – An IVR-only Outbound Campaign
  2. System-driven – Via an Outbound Campaign that uses Push-Preview, Progressive or Predictive dialing
  3. Manual – Agent-initiated via click-to-dial from within Salesforce.com or a manually entered number

 

In the first two scenarios (IVR and System-driven) the Outbound Campaign that is used will be configured and selected by the Administrator.

 

But when an agent initiates an outbound call, either by entering a phone number manually or using the click-to- dial Computer Telephony Integration (CTI) features of Salesforce.com, the agent must select which Outbound Campaign they want to use to place the outbound call.

 

The selection of the Campaign to use for an outbound call has an effect on:

  • The Caller ID sent on the outbound call (called ANI, or Automatic Number Identification)
  • The selection of PSTN Telco carriers to use
  • Whether call recording is enabled or disabled
  • Agent screen pops
  • Associated reporting fields
  • Etc.

 

Note:    Once an agent has selected a Campaign to be used for outbound calls, that campaign will be selected by default for any subsequent outbound calls made for the duration of their logged-in session. This makes it faster to dial multiple numbers using the same Campaign.  The selected Campaign can be changed at any time by the agent.

 

 

As part of the Outbound Campaign configuration, the call center administrator can choose to enter a specific Caller ID (ANI) number such as a main company number or a Toll Free Number. If an “Outbound ANI” number is entered, that number will be used as the Caller ID number placed on the outbound call to the destination (the called party). If the “Outbound ANI” field is left blank the ANI of the calling agent will be sent instead.

 

 

 

In a normal deployment scenario, it is common to configure only a small number of Campaigns for outbound use and for agents to select one Campaign and leave that selection for the duration of their outbound calling. This works fine, but results in sending the same Caller ID (ANI) on all outbound calls to all destinations.

 

To encourage the destination to answer it is often desirable to send a number that is in the same area code as the destination. For example: if a called party in the (206) area code sees an inbound call from 1-800-555-4000 (as configured in the screen shot above) they may conclude that it is an out-of-state “nuisance call” and choose to ignore it.

 

On the other hand, if the outbound Caller ID could be manipulated so that a local (206) number was presented instead, there is a much higher likelihood that the called party will answer the call.

 

The “Local Number Outbound Caller ID for Salesforce.com” feature of the LiveOps platform allows you to do   just that: Have the LiveOps system automatically select an Outbound Campaign where the Campaign’s outbound ANI number matches the dialed destination’s area code. This feature provides an easy way for every call to send  a local area code in the Caller ID and to present a “Local Touch” for each destination.

 

 

Configuration Steps

The first step is to decide which area codes you wish to have a “Local Touch” number for. There are currently 300+/- area codes in use in the North American dial plan. Creating a campaign and purchasing a DID number for each of these area codes is more than most companies need or desire. It is more likely you will want to select 10- 50 area codes that cover 80+% of your called destinations. For example, highly populated area codes include:

 

202

Washington DC

206

Seattle

212

New York

213

Los Angeles

305

Miami

 

etc.

 

 

For each area code you wish to present a “Local Touch” number for, you will need to build a new Campaign in the LiveOps platform and obtain a new, local DID from the LiveOps TeleServices team. Work with your LiveOps Professional Services Project Manager to coordinate the purchase of each DID.

 

Note:    Each local area code number must be a valid number. “Spoofing” the caller ID with a false or misleading number is not permitted and is illegal in many states.

 

 

Next, create a new Campaign for the first “Local Touch” area code:

  1. From the LiveOps web portal, select “Routing > Campaigns > Add New Campaign”.
  2. Enter a descriptive name such as “Outbound Touch – 425”. It is recommended that the area code be included in the naming convention.
  3. The Campaign can be of any Routing Class: Standard IVR, Call Flow Based, or Outbound. We us both “Outbound” and “Call Flow Based” Campaigns in our examples below.
  4. Enter any additional parameters as appropriate, as well as a description, and click “Save Changes”.

 

 

 

A new Outbound Campaign for “Local Touch” calls to the 425 area code.

 

 

Next, enter the local DID that was provisioned for you by the LiveOps TeleServices team in the ANI field of the Campaign.

 

  • For Outbound Campaigns this is the “ANI” field found under the “General” Tab:

 

 

 

  • For Call Flow Based Campaignsthis is the “Outbound ANI” field found under the “Features” Tab:

 

 

 

If you made a “Call Flow Based” Campaign, be sure to select “Yes” in the “Used for outbound calls” setting under “Features”.

 

 

 

Repeat these steps to create a similar campaign for each “Local Touch” number you obtain.

 

 

Lastly, enable the “Map click2dial to campaign:” feature for the Call Center. This requires Super User privileges and must be configured by your LiveOps Professional Services Project Manager.

  1. Navigate to “Configure > Call Center > Edit Call Center”
  2. Set the “Map click2dail to campaign” setting under the “General” Tab to be exactly “findByAreaCode”

 

 

 

Once enabled for your call center, all click-to-call outbound calls placed from within Salesforce.com will automatically select a Campaign with an area code that matches the area code of the dialed number.

 

 

A click-to-call outbound dial made from Salesforce.com to a (425) number selects a Campaign that uses a (425) number as its ANI.

 

 

 

 

Usage Considerations

The automatic selection of Outbound Campaigns is a convenient way to present a “Local Touch” Caller ID on outbound calls.

But please be aware of these usage considerations:

  • This feature only works with Phone Panel. It does not work with the Engage user interface
  • This feature only works when Phone Panel is launched as part of the Salesforce.com CTI (either as a pop- up window via Sales Cloud or as an embedded panel within Service Cloud). It does not work with stand-alone Phone Panel.
  • This feature works only on click-to-dial numbers initiated from within Salesforce.com. It does not work on manually entered phone number using the Phone Panel’s manual dialout features.
  • This feature does not affect system-generated outbound calls such as Push-Preview, Progressive or Predictive outbound calls.
  • Only strict area code matching is performed. For example: if you dial a number with a 212 area code  there must be a campaign with an ANI number with a 212 area code to match. You cannot perform a “fuzzy match” or a “group match”. There is no way to have all area codes within one geography map to  a single campaign. For example: in the Seattle area there are nearby area codes that include: 206, 425, 253, 360 and 509. To present an automatic local touch number for each of these you would need to create a campaign for each area code and obtain a separate and unique DID from within each area code.
  • If you expect to need to create a large number of Campaigns, talk to your LiveOps Professional Services Project Manager. They may be able to assist in “bulk-creating” the Campaigns for you.
  • The enabling of the “Local Number Outbound Caller ID for Salesforce.com” is done on the entire Contact Center. It is not enabled per Program, per pool or per user. It is either “on” or “off” for all Salesfoce.com click-to-dial users within a company.
  • The area codes of all Outbound Campaigns are loaded and stored when Phone Panel is launched. If configuration changes are made to ANI numbers within Campaigns via the LiveOps administration portal, users should close and re-launch Phone Panel to load the new ANI information.
  • If there is more than one Outbound Campaign that has a matching area code, the first Campaign, sorted alphabetically, will be selected.
  • If no Campaign has a matching area code, the Campaign that was previously selected will be used.
  • International Area Codes and numbers are not supported. Only North American Dial Plan Area Codes are supported by this feature.

 

 

Additional Resources

  • LiveOps Outbound User Guide

 

 

http://www.nanpa.com/reports/reports_npa.html

 

Version Information

 

Date

Version

Contributor

Content

November, 2013

1.0

Jefferson M. Rowley

Initial AppNote

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