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A call center definition file contains all of the settings required to create a call center in Salesforce. The 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 Vonage Contact Center in Salesforce



To configure the call center after installing NewVoiceMedia into Salesforce for the first time, perform the following steps:

  1. Go to Setup in Salesforce.

  2. On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
  3. Click Call Centers. All Call Centers appears.

  4. Click the NewVoiceMedia in Salesforce call center.

  5. Click Edit.

  6. Replace *** for When you first install NewVoiceMedia into Salesforce, the item labelled CTI Adapter URL with contains https://***.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true. Replace *** with the correct subdomain for your region: 

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    For example, if you are in the EMEA region, set CTI Adapter URL to https://emea.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true.

    Note
    If you are using NewVoiceMedia in Salesforce to route non-call interactions, you must use a cloud-based URL in CTI Adapter URL, in the format https://cloudx.contact-world.net/. To access the API on the appropriate cloud, you must replace cloudx with the cloud you are using. Contact your NewVoiceMedia account manager if you do not know which cloud you are using.


  7. Click Save.