When you have configured your Vonage Contact Center 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 Vonage Contact Center in Salesforce, see Configuring Vonage Contact Center 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 Vonage Contact Center working as intended. For information about safely customizing Vonage Contact Center and Salesforce, see Customizing Vonage Contact Center and Salesforce features after integrating Vonage Contact Center. |
Printable version of the checklist: ConfiguringAdvancedFeaturesforNewVoiceMediainSalesforce.pdf
Custom settings
To configure some of the optional features, you must configure some custom settings. These optional features are indicated by an asterisk (*). For information about configuring custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.
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By default, activity records are listed within the Activity History (Salesforce Classic) or Past History (Salesforce Lightning Experience) sections in their related Salesforce objects. If you are using Salesforce Classic, you might want to add an Activities tab to help you locate all activities in a view. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.
Assign named credential access to Vonage Contact Center APIs in your regione Classic only)
To use certain Vonage Contact Center features in Salesforce, users of those feature require access to a named credential for their region. For information about assigning named credential access, see Assigning named credential access to Vonage Contact Center APIs in your region.
Automate callback numbers for Click to dial*
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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.
Get started with Vonage Contact Center Conversation Analyzer Analytics
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 Vonage Contact Center 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 Vonage Contact Center Conversation Analyzer Analytics.
Configure disposition codes for Vonage Contact Center in Salesforce*
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