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Call Center - June 15, 2015

Overview

This page provides a description of the changes to Call Center. Changes are classified as:

  • Bug fix—refers to fixes that have been made to resolve problems in existing functionalities.
  • Enhancement—refers to improvements made to existing functionalities.
  • New feature—refers to new functionalities.

Release date

The latest version of Call Center will be released to customers on June 15, 2015.

List of updates

 

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:

  1. On the Edit Call Center page, locate the Call Center attribute named Map click2dial to campaign and set its value to findCampaignIdByCountryAndAreaCodeRules (see Figure 1).
  2. Set the value of the Call Center attribute named Country code for NANPA to 1 (see Figure 2).
  3. Navigate to Edit UsersAdministrative tab.
  4. Set the value of the user attribute named Agent Affinity Country code  to (set it only for the target users).
  5. Set the user attribute named Enable International Number Handling to Yes.

You must also have appropriate campaigns configured for this feature to work correctly. For doing so:

  1. Determine how many different ANIs need to be displayed to the called party.
  2. Create one campaign for each combination of country code and area code. All ANI numbers must be entered in E.164 format (see Figure 3).
  3. Name the campaign containing default ANI such that it stays at the top of an alphabetical list.

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:

  1. Call Centers seeks to match the number of the called party using the country code followed by the area code with a campaign. If there is an exact match, then that ANI is displayed to the called party.
  2. If the country code matches for one or more campaigns but the area code does not match for any campaign, then the first campaign among the campaigns for which the country code matches is selected.
    Note: The campaigns are sorted alphabetically prior to the selection. Therefore, name the campaign containing default ANI such that it stays at the top of an alphabetical list.
  3. If the country code does not match with any campaign, then:

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.

Additional information

 

Figure #1: Screen capture showing the configuration on the Edit Call Center page

CallCenter_June15_1.png

 

Figure #2:Screen capture showing the configuration on the Edit Users page 

CallCenter_June15_2.png

Figure #3: Screen capture showing the ANI field on the campaign page 

CallCenter_June15_3.png

Viewing 2 of 2 comments: view all
Map click2dial to campaign & Country Code for NANPA are not visible to Call Center Admins.
Also tried "00" and "+00" prefix. Didn't work.
Posted 11:18, 16 Jun 2015
Please contact your a/c rep or CSC to get the correct set of rights to make the two attributes visible in your tenant.

The actual ANI displayed on the called party phones depends upon multiple factors. Your telephony team will be the best resource to understand how ANI travels across the telephony networks and help fine tune the configurations to achieve the desired business objective. Each customer has unique configuration needs and addressing them is beyond the scope of this release note.
Posted 17:00, 19 Jun 2015
Viewing 2 of 2 comments: view all
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Last modified
11:39, 8 Jun 2015

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