To use Vonage for Service Cloud Voice, you must configure your Service Cloud Voice call center to use Vonage Contact Center (VCC) in your region.
Save the Vonage for Service Cloud Voice contact center configuration file
Save the following XML to a file on your computer and open it with a suitable text editor.
Code Block language xml linenumbers true <callCenter> <section sortOrder="0" name="reqGeneralInfo" label="General Information"> <item sortOrder="0" name="reqInternalName" label="InternalName">Vonage</item> <item sortOrder="1" name="reqDisplayName" label="Display Name">Vonage</item> <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">XXXXXX</item> </section> <section sortOrder="1" name="reqHvcc" label="SCV Settings"> <item sortOrder="0" name="reqTelephonyIntegrationCertificate" label="Telephony Integration Certificate">-----BEGIN CERTIFICATE-----XXXXXX-----END CERTIFICATE-----</item> <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item> </section> <section sortOrder="2" name="Vonage" label="Vonage Settings"> <item sortOrder="0" name="vCCAccount" label="Account Name">XXXXXX</item> </section> </callCenter>On line 5, change the string XXXXXX to the following depending on your region:
Region Value EMEA VonageSCV__VonageEMEA NAM VonageSCV__VonageNAM APAC VonageSCV__VonageAPAC - On line 8, replace XXXXXX with the telephony integration certificate provided by Vonage.
On line 12, change XXXXXX to your VCC account name.
Info title VCC account name Your VCC account name is available in the VCC Admin Portal. Log in to the VCC Admin Portal and click the icon at the top-right corner. The name of your account is in the menu that appears.
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Do not make any other changes in the file, particularly lines 3 and 4. The contact center name must be 'Vonage'. |
Import the Vonage for Service Cloud Voice contact center configuration file
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You can only have one contact center with the same name configured at a time. If you already have a contact center with the name 'Vonage', you must delete that first before you import this one. |
To configure the Service Cloud Voice call center after installing Vonage for Service Cloud Voice into Salesforce for the first time, perform the following steps:
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