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This feature requires Velvetel connector version 2.4 and higher This feature requires Enable CallerID dropdown functionality in the Telephony Portal (former 'Use My Number' Configuration in the Telephony Portal) configuration to be done by the Velvetel portal administrator |
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Phone numbers registered as Caller IDs in Creatio must be registered in the Velvetel account |
The CallerID dropdown gives the agent of your contact center the control of what phone number is shown to the contact, when they are making an outbound call
Phone numbers configuration
To add phone number to the Caller ID list, please follow these steps:
In Creatio navigate to System Designer → Lookups → open “Caller IDs list“ lookup
For Freedin UI click on the ‘Gear’ icon (Fig.1) in the top right corner of the application window
Fig. 1 Gear icon for Freedom UI
For Classic UI Click the ‘Gear’ icon (1) and select ‘Open system designer’ option (2) (Fig. 2)
Fig. 2 Gear icon for Classic UI
In the ‘System setup’ section click on the ‘Lookups’ option (Fig. 3)
Fig. 3 ‘Lookups’ location
To find the ‘Caller IDs list’ enter ‘Caller IDs list’ into the filter field and press the confirmation button (Fig. 4). Click on the lookup and press on the ‘OPEN CONTENT’ button (Fig. 5)
Fig. 4 Searching
Fig. 5 Opening the lookup
Click on the “New“ button (Fig. 5), and fill in the parameters of the record, and press the confirmation button (Fig. 6)
Fig. 5 New button
Fig. 6 Lookup parameters and confirmation number
Name - the name, that will be shown in the CallerID dropdown for the agent
Caller ID - the phone number registered with Velvetel, that is going to be used for outgoing calls
Agents can also ad add records to this lookup via User Profile → Call center parameters setup → Caller ID → Caller Number. Please refer to CallerID dropdown Feature configuration in Creatio (former 'Use My Number Feature') for more details
Permission configuration
To allow agents to see phone numbers added by the Creatio Administrator, please follow these steps:
In Creatio navigate to System Designer → Object permissions → open “Caller IDs list permissions“Enable
In the ‘User and administration' section click on the 'Object permissions' option (Fig. 7)
Fig. 7 Object permissions option
In the search field enter 'Caller IDs list' (Fig. 8 )
Fig. 8 Searching
Click on the ‘Caller IDs list’ and enable the “Use record permissions“ block Add the following (Fig. 10)
Fig. 9 Caller IDs list
Fig. 10 Use record permissions checkbox
Adding record permission to the list
Click on the ‘Add’ button (Fig. 11)
Fig. 11 Add button
In the ‘Record author’ section click on the ‘magnifying glass’ icon (Fig. 12). In the ‘Organizational Role’ section click on ‘All employees’ (1), select ‘System administrators’ (2), and press 'Select (3) (Fig. 13)
Fig. 12 Entering Record author tab
Fig. 13 Selecting the ‘System administrators’ role
To select the role for the ‘User or role who obtains permissions’ click on the ‘magnifying glass’ icon. In the ‘Organizational Role’ click on ‘All employees’ and press 'Select
After the roles were selected press the ‘Add’ button (Fig. 14)
Fig. 14 Adding roles
Select ‘Granted’ for ‘Read’ permission (1. CallerIDs permission set
) and press ‘Apply’ to save the settings (2) (Fig. 15)
Fig. 15 Granting permission and saving
(Optional) With this permissions, you can control which phone numbers are shown to which agents