If you are using cloud-based URLs—such as https://cloud11.contact-world.net—to access NewVoiceMedia from Salesforce, you should make some changes to your configuration.
If you are using Salesforce Lightning experience, you must upgrade to 18.211 or later to use improved disaster recovery (DR).
Updating your call center URL
To configure Salesforce to access NewVoiceMedia for improved DR, perform the following steps:
- Go to Call Centers within Setup in Salesforce.
- Alongside NewVoiceMedia in Salesforce, click Edit. NewVoiceMedia for Salesforce appears in edit mode.
- In CTI Adapter URL type https://***.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true, replacing
***for the item with the correct subdomain for your region:Cloud Region URL subdomain Base URL 8, 11 EMEA emea https://emea.cc.vonage.com 16, 17 USA nam https://nam.cc.vonage.com 12, 14 APAC apac https://apac.cc.vonage.com - Click Save.
Updating custom settings
To update custom settings in Salesforce for improved DR, perform the following steps:
- Go to Custom Settings within Setup in Salesforce.
- Alongside Settings, click Manage. Any existing settings appear.
- If ContactWorld URL contains a cloud-based URL, click Edit and update the URL to https://***.newvoicemedia.com, replacing *** for the item with the correct subdomain for your region:
Cloud Region URL subdomain Base URL 8, 11 EMEA emea https://emea.cc.vonage.com 16, 17 USA nam https://nam.cc.vonage.com 12, 14 APAC apac https://apac.cc.vonage.com - Click Save.
Updating remote site settings
To update the remote site settings in Salesforce for improved DR, perform the following steps:
- Go to Remote Site Settings within Setup in Salesforce. Any existing remote sites appear.
- If it exists, alongside NewVoiceMedia, click Edit. NewVoiceMedia appears in edit mode.
- If Remote Site URL contains a cloud-based URL, click Edit and update the URL to match the value in ContactWorld URL in custom settings.
- Click Save.
Updating call recording link (optional)
If you are using a legacy call recording player link, you will need to update that link. We do recommend that you use the new call recording player. For information about the new call recording player, see Embedding the call recording player in Salesforce tasks. If you wish to continue using the older version, update the URL used in the link. For information about setting up a link, see Adding a call recording link to Salesforce tasks, editing your existing custom field rather than creating a new one.