Overview

Various features using Vonage Premier for Salesforce Voice require a voice extension to be added to your Partner Telephony Contact Center.

You can use the voice extension component provided in the managed package, but you can also create a custom voice extension with selected components added. The configuration for both options is detailed below.

Configuring the Vonage Voice Extension

To add the voice extension provided by Vonage, perform the following steps:

1. Go to Partner Telephony Contact Centers within Setup.

2. Open the applicable contact center and click Edit.

3. In Voice Extension, select the Vonage for Salesforce Voice voice extension.

4. If you want agents to access the voice extension before, during, and after calls to support various work, click Always Show Voice Extension. Otherwise, the extension only appears during calls. By default, Always Show Voice Extension is turned off.

5. Click Save.

Configuring a custom voice extension

To create an extension — if required — perform the following steps:

1. Go to Lightning App Builder within Setup.

2. Click New.

3. Select Voice Extension and click Next.

4. Give the page a label such as 'Vonage Voice Extension Custom'.

5. Click Next and then Done.

6. Drag the relevant components onto the page from the Custom - Managed section for the required features you are using (note: these features may need to be enabled for the components to take effect). The list of available components and the features they relate to are listed in the table below.

7. Click Save and then Activate.

8. Add the new extension in the same way as mentioned in the Configuring the Vonage Voice Extension section earlier in this page, selecting your new extension instead of the managed package extension.