Creating or editing custom settings for Connect
- Helen Griffith
To ensure that Connect can access ContactWorld, you must configure some settings in Salesforce. You must set the following values:
- ContactWorld URL
- Call Time Out
- ContactWorld Account Key
- ContactWorld API Authentication Token
You can optionally set values in the Cache size, Cache expire time (s), Max cache expire time (s), Outstanding calls expire time (s), Ignore dial list stats, Click To Dial support in Connect and Use Next Contact Time fields.
To create or edit the required custom settings, perform the following steps:
- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Custom Settings'.
- In the filtered list of items, click Custom Settings. Custom Settings appears.
Locate the item in the list with the following values:
Label Namespace Prefix Settings NVMContactWorld To the left of the item, click Manage. The default or existing settings appear.
For a new installation, you must create new default settings.
To create the default level settings at Org level, click New in the Default Organization Level Value section.
To create the default level settings at profile or user level, click New in the lower section.
To make changes to existing settings, click Edit alongside the settings you want to edit.Settings Edit appears.
Provide the following information according to the feature or features you want to configure:
Field Description Where used Flags Optional flags: - DEBUG. Switches on logging. Do not use without Vonage Contact Center support.
- MULTI_OBJ_CRITERIA. Enables you to filter and order Dial Lists using fields from related object types. For information, see Creating Dial Lists from a filter.
- RETRY_TASK_CREATION. Switches on automatically retrying to create a task at the end of a call in case of failure. For more information, see Processing task creation failures.
- POP_RELATED_OBJECT. Enables a supervisor to configure a related object to pop to an agent when making Connect calls instead of the Dial List object. For information about this feature, see Dial Lists and related records.
Separate multiple values with commas.
Various ContactWorld URL The regional URL for Vonage Contact Center.
Include this URL in the list of Remote Sites as described later in this section.Choose the appropriate URL for your region:
Region 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 If you add or change a value in ContactWorld URL, you must make sure that a Remote Site exists for the corresponding URL. For information about adding a remote site, see Creating a Remote Site for Vonage Contact Center in Salesforce.
Connect, Unite (omni-channel routing)*, Advanced Reporting and Statistics in Salesforce, Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice
Call Time Out (ms) The timeout for outbound calls—the default timeout is 20 seconds (20,000 ms). Do not change without Vonage Contact Center support. Connect ContactWorld Account Key Your Vonage Contact Center account key. For information about finding your account key, see Getting your account key and API authentication token.
You must also set your API token for the account key. For information about setting your API token, see Configuring Vonage Contact Center API authentication tokens.
Connect, Configuring disposition codes for Vonage Contact Center in Salesforce, Configuring scheduled callbacks, Advanced Reporting and Statistics in Salesforce, Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice
Log A Call Additional Fields The names of task or activity fields. Separate multiple field names with commas, and no spaces—you must use the field name (for standard fields) or the API name (for custom fields). The fields appear below the Notes field in a Salesforce object when you click Log a Call while on a call. The fields appear in the order you provide the field names in. For more information, see Customizing the Log a Call area. Customizing the Log a Call area Callback Number Selector Class The name of the Apex class that implements the VCCCore.ISelectPresentedClid interface. Use this class to customize the callback number presented when an agent makes an outbound call using Click to dial using Vonage Contact Center in Salesforce or using Connect.
If you are using Vonage Premier for Service Cloud Voice you need to configure this separately. For information, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.Automating callback numbers for Click to dial, Automating callback numbers in Connect Call Recording Selector Class The name of the Apex class that implements the VCCCore.ICustomValueProvider interface. Use this class to determine whether to record a call when an agent makes an outbound call.
If you are using Vonage Premier for Service Cloud Voice you need to configure this separately. For information, see Configuring automatic call recording and callback numbers with Vonage Premier for Service Cloud Voice.
The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.Automating call recording for outbound calls Post to Chatter when creating callbacks
Select to post an update to the Chatter feed within an object when a callback is scheduled for an object.
The check box is selected by default for new installations and upgrades, unless you have previously cleared the check box.
Using callbacks using Vonage Contact Center in Salesforce, Posting event messages to the Chatter feed Post to Chatter when saving note
Select to post an update to the Chatter feed when a note is saved in the Log a Call area.
The check box is selected by default for new installations and upgrades, unless you have previously cleared the check box.
Logging a call during the call, Posting event messages to the Chatter feed Set due date on call task records Select to set the Due Date field on a task record. Call logging in task records, Populating the Due Date field on task records Link call to Name and Related object Select to enable linking of calls to two objects.
Selected by default for new installs; cleared by default for upgrades.Enabling an agent to relate a call to multiple records Cache size The maximum number of Dial Entries that Connect adds to a Dial List after refreshing the Dial List or when an agent requires more Dial Entries. The default value is 20. Configuring dynamic Dial Lists Cache expire time (s) The interval between Dial List refreshes in seconds. The default value is 300 seconds. Configuring dynamic Dial Lists Max cache expiry time The maximum time that a Dial List can go without Connect refreshing it. If this time is exceeded, Connect refreshes the Dial List immediately. Configuring dynamic Dial Lists Outstanding calls expire time (s) The time, in seconds, after which Connect recalculates the number of outstanding calls. Configuring dynamic Dial Lists Ignore dial list stats By default, when agents complete or skip calls using Connect, Connect updates Dial List statistics to reflect the work that agents have done. Statistics appear in Completed Calls, Outstanding Calls and Skipped Calls fields on Dial Lists. If you have large numbers of agents working on a single Dial List, to avoid the agents experiencing long transaction times or record locking issues, you can disable this functionality. Use Next Contact Time Determines whether Connect populates the NextContactTime__c field when an agent makes a call.
Configuring next contact time Log a Call Disposition Code Field The field that contains the disposition code for an interaction. Configuring disposition codes for Vonage Contact Center in Salesforce Collapse 'Log a Call' when saving notes Determines whether or not the Log a Call area is collapsed when an agent saves their call notes. Configuring collapsing of the Log a Call area Click To Dial support in Connect Enables making Connect calls using Click to dial. Configuring Click to dial in Connect Save Log a Call notes in Task comments Determines whether or not Vonage Contact Center should save the notes from Log a Call area in the Comments field in a task record. Saving Log a Call notes in task records Progressive Dialler Enables progressive dialing in Connect. This checkbox only has an effect when progressive dialing is enabled for your Vonage Contact Center account. Configuring progressive dialing Call Recording Consent Provider Class The name of the Apex class that implements the NVMContactWorld.ICallRecordingConsentProviderV1 interface. Use this class to provide call recording consent information when an agent makes an outbound call.
The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.Hide Name field Determines whether the Name field is hidden from display in Log a Call.
If enabled, the Name field is not displayed in Log a Call. The task created at the end of the call can still have the Name field populated even if the field has been hidden.
Hiding fields for relating calls to objects Hide Related To field Determines whether the Related To field is hidden from display in Log a Call.
If enabled, the Related To field is not displayed in Log a Call. The task created at the end of the call can still have the Related To field populated even if the field has been hidden.
Hiding fields for relating calls to objects Relate To and Link call to... objects The API name of the field set with object types to include in the Related To field and that an agent can see the Link call to... button for. If this field is empty, then all the valid object types are available.
Restricting which object types agents can relate calls to Auto Link Focus Object If enabled, the call is automatically linked to the record in focus in Log a Call.
Auto Link Focus Object is not compatible with Connect. If you are using Connect, do not enable this setting.
Setting Log a Call to automatically link the call to the record in focus Click Save. The new or modified settings are saved.
If you add or change a value in ContactWorld URL, you must add a new Remote Site. For information about adding a new remote site, see Creating a Remote Site for Vonage Contact Center in Salesforce.
If you did not add or change a value in ContactWorld URL, the configuration is complete.
For general assistance, please contact Customer Support.
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