Call Center - June 15, 2015

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 Users > Administrative tab.
4. Set the value of the user attribute named Agent Affinity Country code  to 1 (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.