When you have configured your NewVoiceMedia and Salesforce integration, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for NewVoiceMedia in Salesforce, see Configuring NewVoiceMedia in Salesforce.
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| If you want to customize your installation beyond the features described, you must proceed with caution. Some changes can stop NewVoiceMedia working as intended. For information about safely customizing NewVoiceMedia and Salesforce, see Customizing NewVoiceMedia and Salesforce features after integrating NewVoiceMedia. |
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Configure Conversation Analyzer in Salesforce
If enabled for your account, Conversation Analyzer enriches the call recording player experience. For information about configuring the Conversation Analyzer in Salesforce, see Configuring the Conversation Analyzer feature in Salesforce.
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If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your NewVoiceMedia account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when. For information about setting up Conversation Analyzer Analytics, see Getting started with NewVoiceMedia Vonage Contact Center Conversation Analyzer Analytics.
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You can use NewVoiceMedia with Salesforce1. For information about integrating NewVoiceMedia with Salesforce1, see Integrating NewVoiceMedia with the Salesforce Mobile App.
Integrate with Salesforce Omni-Channel
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If you are using Salesforce Classic, and if enabled for your account, you can integrate your NewVoiceMedia agents' states with Salesforce Omni-Channel's presence statuses to ensure the work is routed to the agents effectively. For information about integrating with Salesforce Omni-Channel, see Integrating with Salesforce Omni-Channel presence.
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