You Agent can use Vonage Contact Center (VCC) with the Salesforce Mobile App. To integrate Vonage Contact Center VCC with the Salesforce Mobile App, perform the following tasks:
- You must ensure that you agents can see the correct version of Salesforce in a mobile device. If you agents see the desktop version of Salesforce, see Enabling Vonage Contact Center in the Salesforce Mobile App for mobile devices.
- You can optionally override the record that VCC links a task to. For information about overriding VCC's default linking behavior, see Overriding default linking.
- You must add a button to the required Salesforce object page layouts. This button provides Vonage Contact Center VCC functionality in the mobile version of Salesforce. For information about adding the button, see Adding a button to use Vonage Contact Center in the Salesforce Mobile App on a mobile device.
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Agents cannot use VCC and the Salesforce Mobile App with WebRTC. Instead of using WebRTC, agents must receive VCC calls using the mobile phone they are using with the Salesforce Mobile App. To ensure that agents receive VCC calls using their mobile phone instead of WebRTC, turn off WebRTC for agents. |
Enabling Vonage Contact Center in the Salesforce Mobile App for mobile devices
To use Vonage Contact Center VCC in the Salesforce Mobile App on a mobile device, you must enable the Salesforce Mobile App mobile browser app for your Salesforce org. If you see the desktop version of Salesforce in a mobile device, follow the steps described in Salesforce help (Salesforce help).
You can now use Vonage Contact Center VCC in the Salesforce Mobile App on a mobile device. For information, see Using Vonage Contact Center in the Salesforce Mobile App on your mobile device.
Overriding default linking
Vonage Contact Center VCC creates a task record for each call initiated using the mobile app. By default, VCC sets the Name or the RelatedTo field on the task to the record (Contact or Opportunity, for example) the customer clicked the NVMCall button on. This links the task to that record.
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Adding a button to use Vonage Contact Center in the Salesforce Mobile App on a mobile device
To make use of Vonage Contact Center VCC features in the Salesforce Mobile App you need a NVM Call button that the agent taps to make a call. You can add a NVM Call button to the Account, Contact, Lead, and Opportunity objects.
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