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A call center definition file contains all of the settings required to create a call center record in Salesforce. You can import a definition file to quickly create a new call centerThe definition file for NewVoiceMedia is included in the NewVoiceMedia package.

If you are installing NewVoiceMedia into Salesforce for the first time, you must configure the installed call center to use the correct CTI adapter for your region.
If you are upgrading the NewVoiceMedia package and already have your call center configured, you don't need to make any changes.


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Child pages (Children Display)
rootConfiguring ContactWorld in Salesforce
pageConfiguring NewVoiceMedia in Salesforce



To import a configure the call center definition fileafter installing NewVoiceMedia into Salesforce for the first time, perform the following steps:

  1. Create a new XML file with the following content:

    Code Block
    languagexml
    themeEclipse
    titleCallCenterDefinitionLive.xml
    linenumberstrue
    <callCenter>
   <section sortOrder="0" name="reqGeneralInfo" label="General Information">
    <item sortOrder="0" name="reqInternalName" label="InternalName">NewVoiceMedia</item>
    <item sortOrder="1" name="reqDisplayName" label="Display Name">NewVoiceMedia in Salesforce</item>
    <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://***.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true</item>
    <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
    <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">*height*</item>
    <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">202</item>
	<item sortOrder="6" name="reqSalesforceCompatibilityMode" label="salesforceCompatibilityMode">*interface*</item>
   </section>
</callCenter>

    Make the following modifications:

    Replace *** for the item labelled CTI Adapter URL with the correct subdomain for your region:  Insert excerpt_ExcerptNVMRegions_ExcerptNVMRegionsnopaneltrue

  2. Replace *interface* for the item labelled salesforceCompatibilityMode, depending on which Salesforce interface or interfaces you want to use NewVoiceMedia with. Choose one of the following values:

    • Classic
    • Lightning
    • Classic_and_Lightning

    3. Replace *height* for the item labelled Softphone Height with the number of pixels ContactPad requires to display correctly.
    If you are using the Salesforce Classic interface, replace *height* with 400.
    If you are using the Salesforce Lightning interface, replace *height* with 440.

    Note
    If you are using both interfaces, replace *height* with 440. You will see a small amount of white space at the bottom of ContactPad in Classic apps.
  3. Optionally, if you already have a call center named NewVoiceMedia (or ContactWorld), change the values of the items labelled InternalName and Display Name, on lines 3 and 4 respectively. You cannot have more than one call center with the same name or display name. 
    4. Save the file in a suitable location.Go to Setup

    Go to Setup in Salesforce.

  4. On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
  5. Click Call Centers. All Call Centers appears.
  6. Click Import. Call Center Import appears.
  7. Click Choose File. An Open dialog box appears.
  8. Locate and select the call center definition XML file that you created in step 1. Click Import.

...

  1. Click the NewVoiceMedia in Salesforce call center.

  2. Click Edit.
  3. Replace *** for the item labelled CTI Adapter URL with the correct subdomain for your region: 
    Insert excerpt
    _ExcerptNVMRegions
    _ExcerptNVMRegions
    nopaneltrue
  4. Click Save.