Configuring your Service Cloud Voice call center to use VCC in your region

To use Vonage for Service Cloud Voice, you must configure your Service Cloud Voice call center to use Vonage Contact Center (VCC) in your region.

Save the Vonage for Service Cloud Voice contact center configuration file

1. Save the following XML to a file on your computer and open it with a suitable text editor.

   <callCenter>
       <section sortOrder="0" name="reqGeneralInfo" label="General Information">
           <item sortOrder="0" name="reqInternalName" label="InternalName">Vonage</item>
           <item sortOrder="1" name="reqDisplayName" label="Display Name">Vonage</item>
           <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">XXXXXX</item>
       </section>
       <section sortOrder="1" name="reqHvcc" label="SCV Settings">
           <item sortOrder="0" name="reqTelephonyIntegrationCertificate" label="Telephony Integration Certificate">-----BEGIN CERTIFICATE-----XXXXXX-----END CERTIFICATE-----</item>
           <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
       </section>
       <section sortOrder="2" name="Vonage" label="Vonage Settings">
           <item sortOrder="0" name="vCCAccount" label="Account Name">XXXXXX</item>
       </section>
   </callCenter>

2. On line 5, change the string XXXXXX to the following depending on your region:

   Region	Value
   EMEA	VonageSCV__VonageEMEA
   NAM	VonageSCV__VonageNAM
   APAC	VonageSCV__VonageAPAC

3. On line 8, replace XXXXXX with the telephony integration certificate provided by Vonage.

4. On line 12, change XXXXXX to your VCC account name.

   VCC account name

   Your VCC account name is available in the VCC Admin Portal. Log in to the VCC Admin Portal and click the icon at the top-right corner. The name of your account is in the menu that appears.

Import the Vonage for Service Cloud Voice contact center configuration file

To configure the Service Cloud Voice call center after installing Vonage for Service Cloud Voice into Salesforce for the first time, perform the following steps:

1. Go to Setup in Salesforce.

2. On the left-hand side of the Salesforce window, in the search box, type 'Voice'. Partner Telephony Contact Centers appears below the search box.
3. Click Partner Telephony Contact Centers. Contact Centers appears.
4. Click Import.
5. Select the XML file you have edited and saved.