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How do I set up a

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Vonage Contact Center agent in Salesforce?

For an agent to use

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Vonage Contact Center in Salesforce, you must perform the following tasks:

  • Link the agent to their Salesforce user record. For information about linking an agent to their Salesforce user record, see the Linking a

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  • Vonage Contact Center agent to their Salesforce user recordsection later in this page.

  • Add the agent as a

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  • Vonage Contact Center call center user. You can alternatively add a batch of agents as call center users. For information about adding an agent

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  • or agents as Vonage Contact Center call center

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  • users,

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  • see the Adding

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  • agents as

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  • call center

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  • users section later in this page.

You can alternatively add a batch of agents as call center
Note
Info
If enabled for your account, you can create Vonage Contact Center user accounts based on existing Salesforce users. For information about adding multiple agents, see Adding call center users.
  • Assign the ContactWorld Agent permission set to the agent. This permission set includes all the permissions that the agent needs to perform their role as a ContactWorld agent in Salesforce. For information about assiging the permission set, see Using permission sets for NewVoiceMedia agents in Salesforce.
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    rootConfiguring ContactWorld in Salesforce
    pageConfiguring NewVoiceMedia in Salesforce
    Info
    If enabled for your account, you can create NewVoiceMedia user accounts based on existing Salesforce users. For information about creating NVM users from Salesforce, see Creating NewVoiceMedia user accounts for existing Salesforce users.
    2creating VCC users from Salesforce, see Creating Vonage Contact Center user accounts for existing Salesforce users.
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    Linking a Vonage Contact Center agent to their Salesforce user record

    To use Vonage Contact Center in Salesforce an agent must be able to see and use ContactPad when they log in to Salesforce. You must add two settings to the agent's Salesforce user record:

    • The agent's ID. This links the Vonage Contact Center agent with their Salesforce user record.

    • The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center. For information about specifying the call center that the agent will use, see the Adding agents as call center users section later in this page.

    How do I link the Vonage Contact Center agent to their Salesforce user record?

    To enable agents to use Vonage Contact Center in Salesforce, perform the following steps:

    1. Go to Users within Setup in Salesforce.

    2. Alongside the user record for the agent you want to enable Vonage Contact Center for, click Edit. User Edit appears.

    3. Scroll to the Additional Information section and type the user's agent ID in the NVM Agent Id field.

      Note

      If you cannot see the NVM Agent Id field, you are either not using the correct page layout, or the page layout does not have this field. For information on assigning the required page layout or on adding the field to the page layout, see Assigning User page layout or Adding NVM Agent Id field to your User page layout later in this page.

      Click Save.

    4. Click Save.

    Your Vonage Contact Center agent is now linked to their Salesforce user record.

    Adding NVM Agent Id field to your User page layout

    Expand

    To use Vonage Contact Center in Salesforce, a Vonage Contact Center agent must have a corresponding Salesforce user record. This enables Vonage Contact Center to update Salesforce records with agent actions. To link the Vonage Contact Center agent with their Salesforce user record, add the agent's user ID to their user record in a field called NVM Agent Id. For information about adding an agent's ID to their user record, see Linking a Vonage Contact Center agent to their Salesforce user record.

    To add the agent's ID, you must make the NVM Agent Id field available on their user record.

    Note
    If you are using the NVM_User page layout—installed when you install Vonage Contact Center into Salesforce—you do not need to perform the following steps. If you want to use a different page layout, you must add the NVM Agent Id field to that page layout.

    To add NVM Agent Id to your User page layout, perform the following steps.

    1. Go to your User object's Page Layouts within Setup in Salesforce.
    2. Locate the page layout that you want to add the NVM Agent Id field to and click Edit alongside. The page layout appears in edit mode.

    3. In the top section, click Fields. The available fields to be added to the page appear.
      Drag the NVM Agent Id field down to the Additional Information area.

    4. Click Save. The page layout is saved.

    To use this field, you must now assign the page layout to different user profiles. For information on how to assign page layouts, see Assigning User page layout later in this page.

    Assigning User page layout

    Expand

    A user's profile determines which page layout or layouts a Vonage Contact Center user sees in different areas of Salesforce. You can assign appropriate page layouts to profiles.

    To assign page layouts to user profiles, perform the following steps.

    Note

    You can assign any page layout or layouts to your user profiles. These steps assign the NVM_User page layout to all profiles as an example.

    Users who are responsible for adding agents' IDs to their corresponding Salesforce records must use a page layout that contains the NVM Agent Id field. For more information about the NVM Agent Id field, see Adding NVM Agent Id field to your User page layout. This field is available by default in the NVM_User page layout.

    1. Go to User Page Layouts within Setup in Salesforce.
    2. Click Page Layout Assignment. Page Layout Assignment appears.
    3. Click Edit Assignment. Edit Page Layout Assignment appears.

    4. Click the Page Layout column header.
      All available profiles are selected.

    5. In the Page Layout To Use field, select the NVM_Users page layout.

      Info

      If you select a different page layout, the layout must contain the NVM Agent Id field. You use this field to set up agents to use Vonage Contact Center. For information on adding this field and where this field is used, see Adding NVM Agent Id field to your User page layout.

      Click Save. All user profiles now see the NVM_Users page layout when they create or edit user records.

    Adding agents as call center users

    To use Vonage Contact Center in Salesforce an agent must be able to see and use ContactPad when they log in to Salesforce. You must add two settings to the agent's Salesforce user record:

    • The agent's ID. This links the Vonage Contact Center agent with their Salesforce user record. For information about linking the Vonage Contact Center agent to their Salesforce user record, see the Linking a Vonage Contact Center agent to their Salesforce user record section later in this page.

    • The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center.

    How do I add a single agent as a Vonage Contact Center call center user?

    To add an agent as a Vonage Contact Center call center user, perform the following steps:

    1. Go to Users within Setup in Salesforce.
    2. Alongside the user record for the agent you want to enable Vonage Contact Center for, click Edit. User Edit appears.

    3. Scroll to the Call Center field and click the search icon next to the field.

      Info

      If you have already added this agent as a call center user, skip to step 5.

      Lookup appears in a new browser window.

    4. Click Vonage Contact Center For Salesforce to set the call center for this user to Vonage Contact Center.
    5. Click Save.

    The agent is now added as a call center user.

    How do I add multiple agents as Vonage Contact Center call center users?

    To add call center users, perform the following steps:

    1. Go to Call Centers in Setup in Salesforce.
    2. In the list of call centers, click Vonage Contact Center for Salesforce. The call center record appears.
    3. In the Call Center Users section, click Manage Call Center Users. Vonage Contact Center for Salesforce: Manage Users appears.
    4. Click Add More Users. Vonage Contact Center For Salesforce: Search for New Users appears.

    5. Using the search form, select search criteria to locate the agents you want to add. Alternatively leave all filters blank to find all agents, other than any who are already listed as call center users.
      Click Find. The search results appear below the search form.

    6. Select all agents in the search results that you want to add, and click Add to Call Center.

    The agents are listed as a call center users.