This page provides a description of the changes to Call Center. Changes are classified as:
The latest version of Call Center will be released to customers on June 15, 2015.
Type of Update | Description |
Enhancement # 1 | Enhancement to the local touch feature—LiveOps has enhanced the local touch feature to make it available globally. The local touch feature lets a business display an ANI on the called party's phone based on the location of the called party. This feature currently works with click-to-dial in Salesforce and can be deployed for world wide dialing.
How do I enable this feature? You can enable this feature through your Call Center configuration by performing a few simple steps:
You must also have appropriate campaigns configured for this feature to work correctly. For doing so:
Tip: The transmission of ANI through the telephony network is not controlled by LiveOps. You might have to experiment with a different formats to decide on the one that works best. For example, you may need to prefix the campaign ANI with '00, '+' or '+00' for the ANI to show up correctly in the called country. For additional help on how to configure the ANI, see the Outbound campaign configuration and incoming phone number configuration sections.
How does this feature work? When an agent uses the click-to-dial feature on a Salesforce lead, Call Center performs a campaign search for an ANI to be displayed based on the following rules:
a.) The ANI from the campaign associated with the previous call to that country is displayed. b.) In absence of calling history, the ANI associated with the default campaign is selected. c.) If none of the campaigns is defined as default, then the ANI associated with the first campaign in the list is displayed to the called party. |