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To use Vonage for Service Cloud Voice in Salesforce, you must install the software onto the host Salesforce Org.

If you are installing Vonage for Service Cloud Voice into Salesforce for the first time, you must perform the following tasks:

  1. Check the prerequisites for installing Vonage for Service Cloud Voice. For a list of prerequisites, see the Prerequisites for installing Vonage for Service Cloud Voice section later in this page.
  2. Install the latest version of Vonage for Service Cloud Voice into Salesforce. For information about installing the latest version into Salesforce, see the Installing the latest version of Vonage for Service Cloud Voice into Salesforce later in this page.
  3. Configure basic Vonage for Service Cloud Voice settings in Salesforce. Follow the steps described in Configuring Vonage for Service Cloud Voice.
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Prerequisites for installing Vonage for Service Cloud Voice

To use Service Cloud Voice in Salesforce, your users must have a Service Cloud Voice with Partner Telephony license. For further information, contact your Salesforce administrator.

Before you can install Vonage for Service Cloud Voice, you must log in to your Salesforce instance as an administrator. You require the following items:

  • URL of the Vonage for Service Cloud Voice installation package for Salesforce provided by Vonage.

You must also provide the following information to enable Vonage for Service Cloud Voice software to communicate with your Vonage Contact Center (VCC) account:

  • VCC account name
  • VCC region. Your VCC region is the first part of the URL you use to access VCC. For example, if the address is https://emea.newvoicemedia.com, the region is emea.

Installing the latest version of Vonage for Service Cloud Voice into Salesforce

To install Vonage for Service Cloud Voice into Salesforce, contact your account manager who can provide you with the required package or an installation link. Follow the instructions as appropriate.

You must now configure your installation of Vonage for Service Cloud Voice in Salesforce. For information about configuring Vonage for Service Cloud Voice, see Configuring Vonage for Service Cloud Voice.

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