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: This feature is currently compatible with the Conversations app and Talkdesk for Service Cloud Voice.
Requirements
Before setting up the Salesforce Dynamic Outbound Caller ID, make sure that:
- The Conversations app or Talkdesk for Service Cloud Voice 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 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.
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.
3. The “Setup for Flows” screen will open [3]. Click on the New Flow button [4].
4. Select Autolaunched Flow (No Trigger) [5] and hit Create [6].
5. Hit the Manager tab [7].
6. Click on the New Resource button [8].
7. Then, fill out the form as follows:
- 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).
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.
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.
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:
1. On your Salesforce account, select Talkdesk Admin [1] and go to Settings [2].
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.