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How do I set up a NewVoiceMedia agent in Salesforce?
For an agent to use NewVoiceMedia in Salesforce, you must perform the following tasks:
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If enabled for your account, you can create NewVoiceMedia user accounts based on existing Salesforce users. For information about creating NVM users from Salesforce, see Creating NewVoiceMedia Vonage Contact Center user accounts for existing Salesforce users. |
Linking a NewVoiceMedia agent to their Salesforce user record
To use NewVoiceMedia in Salesforce an agent must be able to see and use ContactPad when they log in to Salesforce. You must add two settings to the agent's Salesforce user record:
- The agent's ID. This links the NewVoiceMedia agent with their Salesforce user record.
The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center. For information about specifying the call center that the agent will use, see 230570230.
How do I link the NewVoiceMedia agent to their Salesforce user record?
To enable agents to use NewVoiceMedia in Salesforce, perform the following steps:
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Your NewVoiceMedia agent is now linked to their Salesforce user record.
Adding NVM Agent Id field to your User page layout
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To use NewVoiceMedia in Salesforce, a NewVoiceMedia agent must have a corresponding Salesforce user record. This enables NewVoiceMedia to update Salesforce records with agent actions. To link the NewVoiceMedia agent with their Salesforce user record, add the agent's user ID to their user record in a field called NVM Agent Id. For information about adding an agent's ID to their user record, see 230570230. To add the agent's ID, you must make the NVM Agent Id field available on their user record.
To add NVM Agent Id to your User page layout, perform the following steps.
To use this field, you must now assign the page layout to different user profiles. For information on how to assign page layouts, see 230570230. |
Assigning User page layout
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A user's profile determines which page layout or layouts a NewVoiceMedia user sees in different areas of Salesforce. You can assign appropriate page layouts to profiles. To assign page layouts to user profiles, perform the following steps.
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Adding agents call center users
To use NewVoiceMedia in Salesforce an agent must be able to see and use ContactPad when they log in to Salesforce. You must add two settings to the agent's Salesforce user record:
- The agent's ID. This links the NewVoiceMedia agent with their Salesforce user record. For information about linking the NewVoiceMedia agent to their Salesforce user record, see 230570230.
The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center.
How do I add a single agent as a NewVoiceMedia call center user?
To add an agent as a NewVoiceMedia call center user, perform the following steps:
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The agent is now added as a call center user.
How do I add multiple agents as NewVoiceMedia call center users?
To add call center users, perform the following steps:
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