CallerID dropdown in Creatio connector

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

 

Open

 

Phone numbers configuration

To add phone number to the Caller ID list, please follow these steps:

1. In Creatio navigate to System Designer → Lookups → open “Caller IDs list“ lookup

   1. 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

      Open

      

       

   2. For Classic UI Click the ‘Gear’ icon (1) and select ‘Open system designer’ option (2) (Fig. 2)
      Fig. 2 Gear icon for Classic UI

       

   3. In the ‘System setup’ section click on the ‘Lookups’ option (Fig. 3)
      Fig. 3 ‘Lookups’ location
      
      

   4. 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
      
      

2. Click on the “New“ button (Fig. 5), 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

   1. Name - the name, that will be shown in the CallerID dropdown for the agent

   2. Caller ID - the phone number registered with Velvetel, that is going to be used for outgoing calls

3. Agents can also 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') for more details

Permission configuration

To allow agents to see phone numbers added by the Creatio Administrator, please follow these steps:

1. In Creatio navigate to System Designer → Object permissions → open “Caller IDs list permissions“

   1. In the ‘User and administration' section click on the 'Object permissions' option (Fig. 7)
      Fig. 7 Object permissions option

   2. In the search field enter 'Caller IDs list' (Fig. 8 )
      Fig. 8 Searching
      
      

2. Click on the ‘Caller IDs list’ and enable the “Use record permissions“ block (Fig. 10)
   Fig. 9 Caller IDs list

   
   Fig. 10 Use record permissions checkbox

3. Adding record permission to the list

   1. Click on the ‘Add’ button (Fig. 11)
      Fig. 11 Add button
      
      

   2. 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
      
      

       

   3. 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

   4. After the roles were selected press the ‘Add’ button (Fig. 14)
      Fig. 14 Adding roles

       

4. Select ‘Granted’ for ‘Read’ permission (1) and press ‘Apply’ to save the settings (2) (Fig. 15)
   Fig. 15 Granting permission and saving

5. (Optional) With this permissions, you can control which phone numbers are shown to which agents