To use Unite—NewVoiceMediaUnite—Vonage Contact Center's omni-channel routing feature—you must install NewVoiceMedia Vonage Contact Center into Salesforce. For information on installing NewVoiceMedia Vonage Contact Center in Salesforce, see Installing the latest version of Vonage Contact Center into Salesforce.
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| Before you configure specific omni-channel features, you must configure custom settings in NewVoiceMediaVonage Contact Center. For information on configuring NewVoiceMedia Vonage Contact Center in Salesforce, see Configuring custom settings for optional Vonage Contact Center features in Salesforce. Even if your current NewVoiceMedia Vonage Contact Center configuration is functioning correctly in Salesforce, you may require additional settings to use omni-channel routing. |
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To route a case to an agent with relevant skills to deal with the case, firstly create a workflow rule that assigns required skills to the case. Then you can use these skills in the Interaction Architect to route the case to the best possible agent. For information on creating a workflow rule that sets required skills, see Updating a workflow rule to tag a case with required skills. For information on using skills in the Interaction Architect, see Interaction Plans Architect.
To notify an agent when a case is assigned to them, create a workflow rule that sends an email to the case owner. For information on creating such a workflow rule, see Creating a workflow rule that notifies an agent when a case is assigned to them.
To override the case routing timeouts for different cases—for example, you might want to have different timeouts for different case owners or for different case types—add a field update action that overrides the timeouts to a workflow rule. For information on overriding the case routing timeouts, see Creating a field update that overrides routing timeouts.
- To change the case origin that appears in ContactPad, add a field update action that overrides the case origin to a workflow rule. For information on overriding the case origin, see Creating a field update that overrides the case origin.
To set the account that NewVoiceMedia Vonage Contact Center uses to route cases if your Salesforce org is linked to multiple NewVoiceMedia Vonage Contact Center accounts, create a workflow rule. For information on creating such a workflow rule, see Creating a workflow rule that sets the Vonage Contact Center account used to route cases.
To override the URL for NewVoiceMedia Vonage Contact Center if your Salesforce org spans multiple NewVoiceMedia Vonage Contact Center nodes, add a new node to your custom settings. For information on adding a new node, see Overriding the Vonage Contact Center node used to route cases.
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