Configuring your Salesforce call center to use NewVoiceMedia in your region

To import a call center definition file, perform the following steps:

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

   CallCenterDefinitionLive.xml

   <callCenter>
      <section sortOrder="0" name="reqGeneralInfo" label="General Information">
       <item sortOrder="0" name="reqInternalName" label="InternalName">NewVoiceMedia</item>
       <item sortOrder="1" name="reqDisplayName" label="Display Name">NewVoiceMedia in Salesforce</item>
       <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://***.newvoicemedia.com/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">*height*</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 subdomain for your region: 

     Error rendering macro 'excerpt-include' : No link could be created for '_ExcerptNVMRegions'.

   • Replace *interface* for the item labelled salesforceCompatibilityMode, depending on which Salesforce interface or interfaces you want to use NewVoiceMedia with. Choose one of the following values:

     • Classic
     • Lightning
     • Classic_and_Lightning

   • Replace *height* for the item labelled Softphone Height with the number of pixels ContactPad requires to display correctly.
     If you are using the Salesforce Classic interface, replace *height* with 400.
     If you are using the Salesforce Lightning interface, replace *height* with 440.

     If you are using both interfaces, replace *height* with 440. You will see a small amount of white space at the bottom of ContactPad in Classic apps.
   • Optionally, if you already have a call center named NewVoiceMedia (or 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 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.

A new call center called NewVoiceMedia in Salesforce is created.