Configuring Vonage Contact Center to use Salesforce Omni-Channel flows

When using Service Cloud Voice (SCV) with Vonage Contact Center (VCC) and if enabled for your account, you can delegate routing decisions for calls into VCC to Salesforce's Omni-Channel flows.

To configure this, you must perform some configuration tasks in both VCC and Salesforce:

• In VCC
  • Make interaction plans available for use in Salesforce Omni-Channel flows
  • Create a Data Connector applet that sends inbound calls to an Omni-Channel flow in Salesforce
  • Create a Shim Calling applet that routes the inbound calls to the chosen interaction plans
• In Salesforce
  • Configure the Omni-Channel flow that decides which VCC interaction plans the inbound calls should be routed to
  • Create call center channels that connect your call center numbers to an Omni-Channel flow and fallback queue
  • Give your Omni-Channel flow permission to access required settings in your VCC account
  • Map Salesforce queues to VCC interaction plans

When you have completed the configuration, the Data Connector applet will notify Salesforce about applicable inbound calls. Salesforce will use the specified Omni-Channel flow to determine the target queue which is mapped to a VCC interaction plan. The Shim Call applet then routes the inbound calls to the interaction plan.

In detail:

1. An inbound call arrives at VCC. VCC routes the call to a Data Connector applet.
2. The Data Connector applet notifies Salesforce about the call, providing in the dialed number and, optionally, the name of an Omni-Channel flow.
3. Salesforce launches the Omni-Channel flow provided by the Data Connector applet, or mapped to the dialed number in the call center channel.
4. The Omni-Channel flow returns the name of a Salesforce queue which is mapped to a VCC interaction plan.
5. Salesforce returns the name of the interaction plan to the Data Connector applet.
6. The Data Connector applet saves the name of the interaction plan in a data source. The applet then routes the call to a Shim Calling applet.
7. The Shim Calling applet routes the call to the interaction plan named in the data source.

Configuring VCC

Make interaction plans available for use in Salesforce Omni-Channel flows

In Interaction Plan Manager, make required interaction plans available for use in Omni-Channel flows. Create a new or edit an existing interaction plan and click Show in Salesforce Omni-Channel flows. For information about using Interaction Plan Manager, see Using Interaction Plans Manager.

If you don't enable interaction plans to show in Omni-Channel flows, you will not see them when you create queue mappings. Queue mappings map Salesforce queues to VCC interaction plans. For information about creating queue mappings, see the Create mappings section later in this page.

Create a Data Connector applet

To notify Salesforce about an inbound call and provide the name of the Omni-Channel flow that Salesforce should launch, perform the following steps:

1. Create a Data Connector applet. For information about creating an applet and Data Connector applets, see Creating an applet and Data Connector applet. A new Data Connector applet appears.
2. In Interface in the Interface section, click SCV Omni Flow. If SCV Omni Flow doesn't appear in the list, contact your administrator for help. Several new sections appear.
   Optionally, in Interface Failure, select the applet that the call is routed to if the interface fails.
3. In Action in the Action section, click Execute Omni Flow.
4. In Data source in the Set data source section, type the name of an existing or new data source. This data source will contain the interaction plan that the Salesforce Omni-Channel flow returns.

5. In the Setup Omni Flow section, provide the following information:

   Field	Description
   Dialed number	The original number that the caller dialed. Salesforce will use this to determine the Omni-Channel flow to use and the fallback queue if you do not specify them in Flow dev name and Fallback queue.
   Flow dev name	Optional. The developer name in Salesforce of an existing Omni-Channel flow that you want to route the inbound call to. If you don't already have a flow that you want to use, provide the name when you have created it. You need to provide a Flow dev name if you have not created a channel in your call center, or if you want to override the Omni-Channel flow used for the dialed number. For information about call center channels, see the Create call center channels section later in this page.
   Fallback queue	Optional. The developer name or ID in Salesforce of the queue to use in case the Omni-Channel flow fails. You need to provide a Fallback queue if you have not created a channel in your call center, or if you want to override the Omni-Channel flow used for the dialed number. For information about call center channels, see the Create call center channels section later in this page.

6. Optionally, in the Set additional inputs to the Omni-Channel flow section, provide additional properties that the Omni-Channel flow can use in determining the target interaction plan.
7. Later, in Successful Action in the Routing section, you will come back to select the Shim applet to route the inbound call to.
8. Click Update to save the applet.

Create a Shim Calling applet

To route the inbound call to the returned interaction plan, perform the following steps:

1. Create a Shim Calling applet. For information about creating an applet and about Shim Calling applets, see Creating an applet and Shim Calling applet. A new Shim Calling applet appears.
2. In Shim type in the Shim Routing Options section, click Data source. If Shim type doesn't appear, contact your administrator for help.
3. In Data source name, type the name of the data source you created in your Data Connector applet. Specify the data source using the format  $(DataSourceName). This data source will contain the name of the interaction plan returned by the Omni-Channel flow.
4. Optionally, in Next Applet on Failure, select the applet that the call is routed to if the Shim Calling applet fails.

When you have created your Shim applet, you will need to go back to your Data Connector applet. Select the Shim applet in Successful Action and click Update to save the change.

Configuring Salesforce

Configure an Omni-Channel flow

Create a new or update an existing Omni-Channel flow in Salesforce. This will be the flow specified in the Data Connector applet or in the call center channel.

The flow can use properties that the Data Connector applet provides to help with routing decisions. Your flow must return the name of the target Salesforce queue. For information about creating Omni-Channel flows, see Advanced Routing with Omni-Channel Flows (Salesforce help).

Create call center channels

If you do not provide values for Flow dev name and Fallback queue in your Data Connector applet, you must create call center channels that map your call center numbers to an Omni-Channel flow and fallback queue. For information call center channels, see Assign an Omni-Channel Flow to a Phone Channel (Salesforce help).

Give your Omni-Channel flow access to VCC

To give your Omni-Channel flow permission to access required settings in your VCC account, you must firstly authenticate the named credentials you'll be using and then connect your contact center in Salesforce to those named credentials.

Authenticate named credentials

To give your named credentials permission to access VCC, you must authenticate your named credentials. To do so, 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 'named credentials'. Named Credentials appears below the search box.
3. Click Named Credentials. The named credentials for your account appear.
4. Alongside the named credential you are using with Omni-Channel flows, click Edit. The credential appears.
5. Make no changes, but click Save. You are redirected to a Vonage Contact Center page.
6. To give your named credentials permission to access VCC, make sure that all the required settings are switched on. Click Yes, Allow. You are returned to your named credential in Salesforce.
7. Verify that Authentication Status in your named credential is 'Authenticated'. If this is not the case, contact Vonage support for help.

Connect contact center to named credentials

To connect your contact center in Salesforce to your authenticated named credentials, 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 'partner telephony contact centers'. Partner Telephony Named Credentials appears below the search box.
3. Click Partner Telephony Contact Centers. The contact centers for your account appear.
4. Alongside the contact center you are using with Omni-Channel flows, click Edit. The contact center appears.
5. Click Connect Account. You are prompted to select a named credential.
6. Select the named credential you authenticated, and click Finish. Your contact center is connected to and authenticated with your VCC account.

Create queue mappings

Create queue mappings in Salesforce. Map the Salesforce queues returned by the Omni-Channel flows to VCC interaction plans.

For information about creating queue mappings, see Map Your Salesforce Queues to Telephony Provider Queues (Salesforce help). The Omni-Channel flow can then return the name of the interaction plan to the Data Connector applet.