Automatic Call Distribution for Salesforce
The dialing options configuration depends on the PBX and on the country your are located.
There is a default dialing option set up by default . User can either edit the set up using the Edit button or even can clone the default record to create new set up record using Clone button.
General Configuration
Country Code
Country code of your country - e.g US is 1, Germany 49
Prefix Dialing Rules
Carrier Code to make a long distance call - e.g in US 1 407-398-6913, in Europe it is often 0 e.g. 031976354. There are some countries without a long distance prefix, e.g. Denmark
Carrier Code to make an international call - e.g. in US 011497525529339 to make a call to Germany, in Europe it is often 00 e.g. 00497525529339
Dial using International Prefix instead of +
If a + character is in front of the phone number, it is replaced with the International Prefix
Example
+44 2071939283 is dialed as 01144 2071939283 (provided 011 was defined as International Prefix)
Truncate Prefix
Incoming Call - Truncate Prefix
If the phone system adds a prefix for an external call, this prefix can be removed. Otherwise prefixes can be added before the number is dialed.
Example
The phone number 0734273830 is signaled as 00734273830. In this case the prefix 0 has to be removed to allow a correct caller identification.
If the phone system signals the incoming phone number without a leading 0, then configure: Incoming Call - Add Prefix.
Example
The phone number 0734273830 is signaled as 734273830. In this case the prefix 0 has to be added for incoming calls to allow a correct caller identification.
Do not truncate long distance prefix
This check box field specifies that do not remove long distance prefix from Number Format search string.
Automatic Call Distribution for Salesforce supports complex truncation rules. Just add all possible prefixes which can occur separated by a semicolon.
Example
If the number can be signaled as
•00734273830
•#10734273830
•#00734273830
The resulting number would be 0734273830.
If the number can be signaled as
•00734273830
•0734273830
the option: Do not truncate long distance prefix
will prevent that the 0 is truncated from the number 0734273830 while the 0 would be removed from the number 00734273830
Special Settings
Use Called ID for caller identification
This option uses the Called ID instead of the Caller ID for the Salesforce search.
Example
The caller 646.257.3801 calls the number 425.823.4512. Now the number which was called (Called ID) is used
to search a record in Salesforce.
You have to use an own dialing rule record for each country or phone system where you have call center users.
