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| To use Vonage Premier for Service Cloud Voice with Omni-Channel flows, you must install version 22.101, or later, of the Vonage Premier for Service Cloud Voice package and 20.105, or later, of Vonage for Salesforce. |
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- Create a Data Router applet. For information about creating an applet and about Data Router applets, see Creating an applet and Data Router applet applet. A new Data Router applet appears.
- In Data Source, select the name of the Agent ID data source.
- In Data type, select the String data type.
- In Operator, select Is Null.
- In Route To Applet, select your Shim Calling and personal queue applets for matching and not matching the rule respectively.
- Click Update to save the applet.
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- Create a Shim Calling applet. For information about creating an applet and about Shim Calling applets, see Creating an applet and Shim Calling applet. A new Shim Calling applet appears.
- In Shim type in the Shim Routing Options section, click Data source. If Shim type doesn't appear, contact your administrator for help.
- In Data source name, type the name of the interaction plan data source you created in your Data Connector applet. Specify the data source using the format format $(DataSourceName). This data source will contain the name of the interaction plan returned by the Omni-Channel flow.
- Optionally, in Next Applet on Failure, select the applet that the call is routed to if the Shim Calling applet fails.
- Click Update to save the applet.
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If you added Salesforce users to your Vonage Premier for Service Cloud Voice contact center in Salesforce before upgrading to version 22.101, you may get an error when routing to a VCC agent. To fix this error, you need to remove the previously added Salesforce users from the contact center and then readd them. For information about adding and removing Salesforce users to the contact center, see the Add users to contact center section in Setting up agents in Vonage Premier for Service Cloud Voice in Salesforce. |
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