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Enabling the Salesforce Dynamic Outbound Caller Id

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Thanks to the Salesforce Dynamic Outbound Caller Id feature, you and your agents can choose which outbound phone number you want to use, according to a defined business rule, upon launching a call in a click-to-call or a Salesforce Dialer context.

Please follow these instructions to learn how to enable and use the Salesforce Dynamic Outbound Caller Id feature.

 

Note: The Dynamic Outbound Caller Id is currently compatible with Callbar Electron only.

 

Requirements

Before setting up the Salesforce Dynamic Outbound Caller Id, make sure that:

  • Callbar App has been installed.
  • In Talkdesk account > Admin > Preferences, the “Outbound Caller ID Selection” is set to “Customized”.

 

Setting up the Required Inputs and Output

To enable the feature, you need to build a lightning flow in Salesforce with the following inputs and output:

Inputs:

  • obj_name
  • obj_id
  • phone_number
  • user_id

Output:

  • outbound_phone_number

Notes:

  • The inputs are optional, but they allow having useful information inside the flow.
  • The outbound phone number is a variable from which calls will be made, so this should be one of your Contact Center’s phone numbers.

 

SF_Dynamic_Caller_ID_1.png

1. On your Salesforce account, navigate to Lightning Setup [1].

2. Perform a Quick Find for “flows”, and then click on Flows [2] from the list.

SF_Dynamic_Caller_ID_1_B.png

3. The “Setup for Flows” screen will open [3]. Click on the New Flow button [4].

SF_Dynamic_Caller_ID_2.png

4. Select Autolaunched Flow (No Trigger) [5] and hit Create [6].

SF_Dynamic_Caller_ID_3.png

5. Hit the Manager tab [7].

6. Click on the New Resource button [8].

7. Then, fill out the form as follows:SF_Dynamic_Caller_ID_4.png

  • Resource Type: Select Variable [9].
  • API Name: Insert the input values [10], i.e. “obj_name”, “obj_id”, “phone_number”, or “user_id”.
  • Data Type: Select Text [11].
  • Availability Outside the Flow: Check the Available for input option [12].

8. Hit Done [13].

9. Repeat steps 6 to 8 in order to include all 4 inputs (obj_name, obj_id, phone_number, and user_id).

SF_Dynamic_Caller_ID_5.png

10. To include the output requirement, click on the New Resource button, and fill out the form as follows:

  • Resource Type: Select Variable [14].
  • API Name: Insert “outbound_phone_number” [15].
  • Data Type: Select Text [16].
  • Default Value: (optional field) The Contact Center’s phone number from which calls will be made goes directly here, otherwise, it must be added through adding Elements > Assignment to the flow.
  • Availability Outside the Flow: Check the Available for output option [17].

11. To complete the configuration, please hit the Done [18] button.

SF_Dynamic_Caller_ID_6.png

12. Inside the Flow Builder, all 5 variables (inputs/output) should be displayed under “Resources”. Otherwise, please review the steps above.

13. When you’re ready, click Save [19] at the top of the page.

SF_Dynamic_Caller_ID_6_B.png

14. Fill out the form as follows:

  • Flow Label: It can be any name, e.g., “Dynamic Outbound Caller Id Selection”
  • Flow API Name: This field will be automatically updated after adding a "Flow Label".

15. Click Save [20].

16. Select Activate so that the flow can be enabled in the next steps.

 

Enabling the Feature

After building the lightning flow, you need to enable it by following these steps:

SF_Dynamic_Caller_ID_7.png

 

1. On your Salesforce account, select Talkdesk Admin [1] and go to Settings [2].

SF_Dynamic_Caller_ID_8.png

 

2. Scroll down to the “Dynamic Outbound Caller Id Flow” section; select the lightning flow you wish to use, from the list of previously created and available flows [3].

3. Click Save [4].

From now on, the selected flow will be used to choose the Outbound Caller Id, every time an agent starts a call from Salesforce. Note that this will only happen through Talkdesk for Salesforce’s click-to-call and dialer; Salesforce’s click-to-call feature will not be affected.

 

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