A call center definition file contains all of the settings required to create a call center in Salesforce. The definition file for Vonage Contact Center is included in the Vonage Contact Center package.
If you are installing Vonage Contact Center into Salesforce for the first time, you must configure the installed call center to use the correct CTI adapter for your region.
If you are upgrading the Vonage Contact Center package and already have your call center configured, you don't need to make any changes.
To configure the call center after installing Vonage Contact Center into Salesforce for the first time, perform the following steps:
Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
- Click Call Centers. All Call Centers appears.
Click the Vonage Contact Center in Salesforce call center.
- Click Edit.
When you first install Vonage Contact Center into Salesforce, the item labelled CTI Adapter URL contains
https://***.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true. Replace *** with the correct subdomain for your region:For example, if you are in the EMEA region, set CTI Adapter URL toRegion URL subdomain Base URL EMEA emea https://emea.cc.vonage.com USA nam https://nam.cc.vonage.com APAC apac https://apac.cc.vonage.com https://emea.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true.If you are using Vonage Contact Center in Salesforce to route non-call interactions, you must use a cloud-based URL inCTI Adapter URL, in the formathttps://cloudx.contact-world.net/. To access the API on the appropriate cloud, you must replacecloudxwith the cloud you are using. Contact your Vonage Contact Center account manager if you do not know which cloud you are using.- Click Save.