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A call center definition file contains all of the settings required to create a call center record in Salesforce. You can import a definition file to quickly create a new call centerThe definition file for Vonage Contact Center is included in the Vonage Contact Center package.

If you are installing Vonage Contact Center into Salesforce for the first time, you must configure the installed call center to use the correct CTI adapter for your region.
If you are upgrading the Vonage Contact Center package and already have your call center configured, you don't need to make any changes.


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Child pages (Children Display)
rootConfiguring ContactWorld in Salesforce
pageConfiguring NewVoiceMedia Vonage Contact Center in Salesforce



To import a call center definition fileconfigure the call center after installing Vonage Contact Center into Salesforce for the first time, perform the following steps:

Create a new XML file with the following content:

Code Block
languagexml
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titleCallCenterDefinitionLive.xml
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<callCenter>
   <section sortOrder="0" name="reqGeneralInfo" label="General Information">
    <item sortOrder="0" name="reqInternalName" label="InternalName">ContactWorld</item>
    <item sortOrder="1" name="reqDisplayName" label="Display Name">ContactWorld in Salesforce</item>
    <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://cloud***.contact-world.net/CallCentre/ServiceCloud/AgentInterface?newlogin=true</item>
    <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
    <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">*height*</item>
    <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">202</item>
	<item sortOrder="6" name="reqSalesforceCompatibilityMode" label="salesforceCompatibilityMode">*interface*</item>
   </section>
</callCenter>

Make the following modifications:

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Replace *** for the item labelled CTI Adapter URL with the correct cloud number for your organisation

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Replace *interface* for the item labelled salesforceCompatibilityMode, depending on which Salesforce interface or interfaces you want to use ContactWorld with. Choose one of the following values:

  • Classic
  • Lightning
  • Classic_and_Lightning

Replace *height* for the item labelled Softphone Height with the number of pixels ContactPad requires to display correctly.
If you are using the Salesforce Classic interface, replace *height* with 400.
If you are using the Salesforce Lightning interface, replace *height* with 440.

Note
If you are using both interfaces, replace *height* with 440. You will see a small amount of white space at the bottom of ContactPad in Classic apps.

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  1. Go to Setup in Salesforce.

  2. On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
  3. Click Call Centers. All Call Centers appears.

  4. Click the Vonage Contact Center in Salesforce call center.

  5. Click Edit.

  6. When you first install Vonage Contact Center into Salesforce, the item labelled CTI Adapter URL contains https://***.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface. Replace *** with the correct subdomain for your region: 

    Insert excerpt
    _ExcerptVCCRegions
    _ExcerptVCCRegions
    nopaneltrue
    For example, if you are in the EMEA region, set CTI Adapter URL to https://emea.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface.

    Info

    Optionally, add the account parameter to the URL to specify the account you want to log in to. This will ensure that account-specific single sign-on options are available. For example, https://emea.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface?account=myVCCaccount.


  7. Click Save.