Salesforce Click-to-dial Configurations

With the Click-to-dial feature enabled in the Available State, the agent can click the customer’s contact number and initiate an Outbound Call. To configure Click-to-dial for an agent in the Available state, follow the steps below.

1. Click Configuration.

2. Navigate to Salesforce Click-to-dial configurations and select the required options from the following:

   1. For an inbound agent, select the Inbound agents checkbox.

   2. For an outbound agent using the HVOC (non-tethered model), select the Outbound agents - HVOC checkbox.

   3. For an outbound agent using a nailed connection (tethered model), select the Outbound agents - Nailed checkbox.

Note

As soon as a nailed-up connection is established with the agent, Click-to-dial is disabled.

To configure Click-to-dial for blended agents, select one of the combinations:

• Inbound agents and Outbound agent - HVOC checkboxes

• Inbound agents and Outbound agents -Nailed checkboxes

3. Click Save.