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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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Configuring Vonage Contact Center in Salesforce



To configure the call center after installing Vonage Contact Center into Salesforce for the first time, perform the following steps:

  1. Create a new XML file with the following content:

    Code Block
    languagexml
    themeEclipse
    titleCallCenterDefinitionLive.xml
    linenumberstrue
    <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 For 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">440</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:

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

    • 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
    • Optionally, if you already have a call center named ContactWorld, change the values of the items labelled InternalName and Display Name, on lines 3 and 4 respectively. You cannot have more than one call center with the same name or display name. 
    Save the file in a suitable location.
  2. Go to Setup

    Go to Setup in Salesforce.

  3. On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
  4. Click Call Centers. All Call Centers appears.
  5. Click Import. Call Center Import appears.
  6. Click Choose File. An Open dialog box appears.
  7. Locate and select the call center definition XML file that you created in step 1. Click Import.

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

  2. Click Edit.

  3. 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
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    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.


  4. Click Save.