When using Vonage Premier for Service Cloud Voice, 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 a voice extension to the Omni-Channel widget or utility.
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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.
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Configure a voice extension
For information about configuring a voice extension, see Configuring a voice extension in Vonage Premier for Service Cloud Voice.
The voicemail drop 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 3824910401Using voicemail drop in Vonage Premier for Service Cloud Voice.