How do I set up a NewVoiceMedia agent in Salesforce?
For an agent to use NewVoiceMedia in Salesforce, you must perform the following tasks:
Link the agent to their Salesforce user record. For information about linking an agent to their Salesforce user record, see Setting up Vonage Contact Center agents in Salesforce#Linking a NewVoiceMedia agent to their Salesforce user record.
Add the agent as a NewVoiceMedia call center user. For information about adding an agent as a NewVoiceMedia call center user, see Setting up Vonage Contact Center agents in Salesforce#Adding an agent as a call center user. You can alternatively add a batch of agents as call center users. For information about adding multiple agents, see Setting up Vonage Contact Center agents in Salesforce#Adding call center users.
Linking a NewVoiceMedia agent to their Salesforce user record
To use NewVoiceMedia 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 NewVoiceMedia 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 Setting up Vonage Contact Center agents in Salesforce#Adding an agent as a call center user.
How do I link the NewVoiceMedia agent to their Salesforce user record?
To enable agents to use NewVoiceMedia in Salesforce, perform the following steps:
- Go to Users within Setup in Salesforce.
Alongside the user record for the agent you want to enable NewVoiceMedia 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.
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 Setting up Vonage Contact Center agents in Salesforce#Assigning User page layout or Setting up Vonage Contact Center agents in Salesforce#Adding NVM Agent Id field to your User page layout.
Click Save.
- Click Save.
Your NewVoiceMedia agent is now linked to their Salesforce user record.
Adding NVM Agent Id field to your User page layout
Assigning User page layout
Adding agents call center users
To use NewVoiceMedia 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 NewVoiceMedia agent with their Salesforce user record. For information about linking the NewVoiceMedia agent to their Salesforce user record, see Setting up Vonage Contact Center agents in Salesforce#Linking a NewVoiceMedia agent to 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.
How do I add a single agent as a NewVoiceMedia call center user?
To add an agent as a NewVoiceMedia call center user, perform the following steps:
- Go to Users within Setup in Salesforce.
- Alongside the user record for the agent you want to enable NewVoiceMedia for, click Edit. User Edit appears.
Scroll to the Call Center field and click the search icon next to the field.
If you have already added this agent as a call center user, skip to step 5.
Lookup appears in a new browser window.
- Click NewVoiceMedia For Salesforce to set the call center for this user to NewVoiceMedia.
- Click Save.
The agent is now added as a call center user.
How do I add multiple agents as NewVoiceMedia call center users?
To add call center users, perform the following steps:
- Go to Call Centers in Setup in Salesforce.
- In the list of call centers, click NewVoiceMedia for Salesforce. The call center record appears.
- In the Call Center Users section, click Manage Call Center Users. NewVoiceMedia for Salesforce: Manage Users appears.
- Click Add More Users. NewVoiceMedia 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.
The agents are listed as a call center users.