Configuring your Salesforce Voice call center to use Vonage Contact Center in your region

Package installation

If your org has the Service Cloud Voice (Salesforce Voice) package version 26.108 or greater installed, you will have the ability to use multiple contact centres. Please follow the setup steps for Multiple instances of VCC in a Single Instance of Salesforce.

1 Overview
2 (Legacy) Single instance of VCC in a Single Instance of Salesforce
3 Multiple instances of VCC in a Single Instance of Salesforce

Overview

To use Vonage Premier for Salesforce Voice, you must configure your Salesforce Voice call center to use Vonage Contact Center (VCC) in your region.

With multiple VCC instances linked to one Salesforce instance, the configuration differs from the legacy single VCC instance in one Salesforce instance.

Please follow the section below that meets your requirements.

(Legacy) Single instance of VCC in a Single Instance of Salesforce

Download the Vonage Premier for Service Cloud Voice contact center XML file

If using a single instance of VCC in a single instance of Salesforce, follow these steps

To add a partner telephony contact center in Salesforce, you need to import a contact center configuration file (XML) for your VCC account. To download the contact center XML file for your account, perform the following steps in VCC:

Go to CRM Admin within Business Apps.
Scroll down to the section named Vonage Premier for Service Cloud Voice and click Download. The contact center XML file will be downloaded to your computer.

If the download does not work, follow these steps to create the contact center XML file

Save the following XML to a file on your computer and open it with a suitable text editor.
<callCenter> <section sortOrder="0" name="reqGeneralInfo" label="General Information"> <item sortOrder="0" name="reqInternalName" label="InternalName">Vonage</item> <item sortOrder="1" name="reqDisplayName" label="Display Name">Vonage</item> <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">XXXXXX</item> </section> <section sortOrder="1" name="reqHvcc" label="SCV Settings"> <item sortOrder="0" name="reqTelephonyIntegrationCertificate" label="Telephony Integration Certificate">-----BEGIN CERTIFICATE-----XXXXXX-----END CERTIFICATE-----</item> <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item> </section> <section sortOrder="2" name="Vonage" label="Vonage Settings"> <item sortOrder="0" name="vCCAccount" label="Account Name">XXXXXX</item> </section> </callCenter>
On line 5, change the string XXXXXX to the following depending on your region:
On line 8, replace XXXXXX with the telephony integration certificate provided by Vonage.
On line 12, change XXXXXX to your VCC account name.

Warning

Do not make any other changes in the file, particularly lines 3 and 4. The contact center name must be 'Vonage'.

Import the Vonage Premier for Service Cloud Voice contact center configuration file

Naming warning

You can only have one contact center with the same name configured at a time. If you already have a contact center with the name 'Vonage', you must delete that first before you import a new one.

To configure the Salesforce Voice call center after installing Vonage Premier for Service Cloud Voice 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 'Voice'. Partner Telephony Contact Centers appears below the search box.
Click Partner Telephony Contact Centers. Contact Centers appears.
Click Import.
Select the XML file you downloaded (or created manually).

Update the Vonage authentication provider

To configure Salesforce authentication 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 'auth providers'. Auth. Providers appears below the search box.
Click Auth. Providers. The authentication providers for your account appear.
Alongside the authentication provider for your region, click Edit. The authentication provider appears.
In Consumer Secret enter the value provided to you by Vonage.
Click Save.

Multiple instances of VCC in a Single Instance of Salesforce

If using multiple instances of VCC in a single instance of Salesforce, follow these steps:

The following setup requires a Service Cloud Voice (Salesforce Voice) package version of 26.108 or greater to be installed in your Salesforce org.

Download the Vonage Premier for Service Cloud Voice contact center XML file

To add a partner telephony contact center in Salesforce, you need to import a contact center configuration file (XML) for your VCC account. To download the contact center XML file for your account, perform the following steps in VCC:

Go to CRM Admin within Business Apps.
Scroll down to the section named Vonage Premier for Service Cloud Voice and click Download. The contact center XML file will be downloaded to your computer.
On each of the following line numbers, replace XXXXXX with the correct value.
1. Line 3: a unique identifier without special characters that relates to the VCC account you are linking.
2. Line 4: a suitable display name for the linked VCC account.
3. Line 5: the corresponding region from the table below.
4. Line 8: the telephony integration certificate provided by Vonage.

If the download does not work, follow these steps to create the contact center XML file

Save the following XML to a file on your computer and open it with a suitable text editor.

<callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General Information">
        <item sortOrder="0" name="reqInternalName" label="InternalName">XXXXXX</item>
        <item sortOrder="1" name="reqDisplayName" label="Display Name">XXXXXX</item>
        <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">XXXXXX</item>
    </section>
    <section sortOrder="1" name="reqHvcc" label="SCV Settings">
        <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
    </section>
    <section sortOrder="2" name="Vonage" label="Vonage Settings">
        <item sortOrder="0" name="vCCAccount" label="Account Name">XXXXXX</item>
    </section>
</callCenter>

Replace XXXXXX with the correct value on each of the following line numbers.
1. On line 3: a unique identifier without special characters that relates to the linked VCC account (this is no longer required to be ‘Vonage’).
2. On line 4: a suitable display name for the linked VCC account.
3. On line 5: the corresponding region from the table below.
4. On line 11: your VCC account name.

VCC Account Name location

Your VCC account name can be viewed in the VCC Admin Portal. Login to the VCC Admin Portal and click the icon in the top-right corner. The name of your account is in the menu that appears.

Warning

Do not make any other changes in the file.

Region	Value

Region	Value
EMEA	VonageSCV_VonageEMEA
NAM	VonageSCV_VonageNAM
APAC	VonageSCV_VonageAPAC

Creating Account Specific Named Credentials

As each contact center will now need to be authorized against each individual VCC account, a Named Credential will be required for each.

To allow for multiple different VCC accounts to be linked to a single Salesforce Org, each account will need its own Named Credentials created in Salesforce.

To create a Named Credential, see Define a Legacy Named Credential and ensure the following values are selected when given the option.

Field	Value

Field	Value
URL	Regional URL provided for the VCC account (NAM/EMEA/APAC)
Identity Type	Named Principal
Authentication Protocol	OAuth2.0
Authentication Provider	The Authentication Provider for your region (NAM/EMEA/APAC)
Scope	interaction-plans:read contact_world_api openid offline_access interaction-content:read admin:write
Certificate	Select a Self Signed Certificate (if none are showing, see Creating a Self Signed Certificate)
Callout Option	Only check Generate Authorization Header and leave all others unchecked or blank.

When clicking Save, the authentication flow will trigger, sign into the correct VCC account you want to associate with this Named Credential.

Once complete Authentication Status should be Authenticated.

Update the Vonage authentication provider

To configure Salesforce authentication 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 'auth providers'. Auth. Providers appears below the search box.
Click Auth. Providers. The authentication providers for your account appear.
Alongside the authentication provider for your region, click Edit. The authentication provider appears.
In Consumer Secret enter the value provided to you by Vonage.
Click Save.

Creating the Contact Center

The steps are fairly similar to the creation of a contact center in the past, with some slight tweaks.

Go to Setup
In Quick Find search Partner Telephony Contact Centers and Click the option
Click New
Select the appropriate telephony provider and click Next
Upload the XML file created for the required VCC account
In the drop down for Named Credential, select the Named Credential that was created for the VCC account.
Finish the setup.
A new Contact Center will be created with an expired key (known Salesforce Issue).
To remedy this, see Key Pair Rotation for Salesforce Partner Telephony Contact Center.