To use When using Vonage Premier 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 | ||||
|---|---|---|---|---|
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<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:
...
On line 12, change XXXXXX to your VCC account name.
| Info | ||
|---|---|---|
| ||
| 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. |
Import the Vonage for Service Cloud Voice contact center configuration file
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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Go to Setup in Salesforce.
...
agents can leave voice messages for customers or prospects. They can upload and manage messages and then drop the messages during a call. For agents to use voicemail drop in Vonage Premier for Service Cloud Voice, you must create and then add the Salesforce voice extension to the Omni-Channel widget or utility.
| Note | ||
|---|---|---|
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You must be using a version 23.107 or later of Vonage Premier for Service Cloud Voice. |
To create the extension, perform the following steps:
- Go to Lightning App Builder within Setup.
- Click New.
- Select Voice Extension and click Next.
- Give the page a label such as 'Vonage voice extension'.
- Click Next and then Finish.
- Drag Vonage Voice Extension Header from Custom - Managed to the top of the page, and drag Vonage Voicemail Drop just below it.
- Click Save and then Activate.
To add the extension, perform the following steps:
- Go to Partner Telephony Contact Centers within Setup.
- Open the applicable contact center and click Edit.
- In Voice Extension, select the voice extension you created. Do not select the managed package version.
- Click Save.
The voice extension will now appear in agents' Omni-Channel widgets or utilities. For information about using voicemail drop in Vonage Premier for Service Cloud Voice, see Using voicemail drop in Vonage Premier for Service Cloud Voice.