When you have configured your Vonage Contact Center and Salesforce integration, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for Vonage Contact Center in Salesforce, see Configuring Vonage Contact Center in Salesforce.
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| If you want to customize your installation beyond the features described, you must proceed with caution. Some changes can stop Vonage Contact Center working as intended. For information about safely customizing Vonage Contact Center and Salesforce, see Customizing Vonage Contact Center and Salesforce features after integrating Vonage Contact Center. |
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Configure Conversation Analyzer in Salesforce
If enabled for your account, Conversation Analyzer enriches the call recording player experience. For information about configuring the Conversation Analyzer in Salesforce, see Configuring the Conversation Analyzer feature in Salesforce.
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If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your Vonage Contact Center account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when. For information about setting up Conversation Analyzer Analytics, see Getting started with Vonage Contact Center Conversation Analyzer Analytics.
Configure disposition codes for Vonage Contact Center in Salesforce*
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Occasionally Vonage Contact Center fails to create a task after a call, generally in Salesforce orgs running a large number of competing processes. Failing to create a task loses the information provided by the agent in the Log a Call area. If enabled for your account, Vonage Contact Center automatically retries creating the task. If this second attempt fails, you can process the task creation yourself. For information about processing task creation failures, see Processing task creation failures.
Reconfigure Vonage Contact Center in Salesforce for disaster recovery
Sometimes, usually for disaster recovery, you will need to migrate your Vonage Contact Center account to an alternative node. For information about reconfiguring Vonage Contact Center in Salesforce for disaster records, see Reconfiguring Vonage Contact Center in Salesforce to use an alternative node.
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