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Link the agent to their Salesforce user record. For information about linking an agent to their Salesforce user record, see 230570230.
Add the agent asthe Linking a Vonage Contact Center
call center user. For information about adding anagent to their Salesforce user record section later in this page.
Add the agent as a Vonage Contact Center call center user, see 230570230. You can alternatively add a batch of agents as call center users. For information about adding multiple agents, see 230570230an agent or agents as Vonage Contact Center call center users, see the Adding agents as call center users section later in this page.
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If enabled for your account, you can create Vonage Contact Center user accounts based on existing Salesforce users. For information about creating NVM VCC users from Salesforce, see Creating Vonage Contact Center user accounts for existing Salesforce users. |
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- 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 230570230the 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?
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- Go to Users within Setup in Salesforce.
Alongside the user record for the agent you want to enable Vonage Contact Center for, click Edit. User Edit appears.
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 230570230 or 230570230 Assigning User page layout or Adding NVM Agent Id field to your User page layout later in this page.
Click Save.
- Click Save.
Your Vonage Contact Center agent is now linked to their Salesforce user record.
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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 230570230Linking 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.
To add NVM Agent Id to your User page layout, perform the following steps.
To use this field, you must now assign the page layout to different user profiles. For information on how to assign page layouts, see 230570230 Assigning User page layout later in this page. |
Assigning User page layout
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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.
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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 230570230the 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.
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- Go to Call Centers in Setup in Salesforce.
- In the list of call centers, click Vonage Contact Center for Salesforce. The call center record appears.
- In the Call Center Users section, click Manage Call Center Users. Vonage Contact Center for Salesforce: Manage Users appears.
- Click Add More Users. Vonage Contact Center For Salesforce: Search for New Users appears.
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.Select all agents in the search results that you want to add, and click Add to Call Center.
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