Configuring Enhanced Omni-Channel Routing for Vonage Premier for Service Cloud Voice
Using Vonage Premier for Service Cloud Voice, you can benefit from Enhanced Omni-Channel Routing, a Salesforce Feature. For information about Enhanced Omni-Channel Routing, see Upgrade to Enhanced Omni-Channel (Salesforce help).
Enabling Enhanced Omni-Channel Routing
To enable Enhanced Omni-Channel Routing in your Salesforce org, perform the following steps:
Go to Setup in Salesforce.
On the left-hand side of the Salesforce window, in the search box, type 'Omni-Channel Settings'. Omni-Channel Settings appears below the search box.
Click Omni-Channel Settings. The omni-channel settings for your account appear.
Click Enhanced Omni-Channel Routing, the first time you enable this you will need to accept the notice Salesforce pop onto the screen.
Enabling the sidebar layout
To support Enhanced Omni-Channel Routing, enable the Omni-Channel Sidebar layout. This replaces the older utility widget and ensures agents have access to the updated routing interface. To do so, perform the following steps:
Go to Setup in Salesforce.
On the left-hand side of the Salesforce window, in the search box, type 'App Manager'. App Manager appears below the search box.
Click App Manager. This list of Apps appears.
Find the Vonage for Service Cloud Voice app you are using for your account. If you are using the Managed Package app provided by Vonage, see the Known limitations section in Enhanced Omni-Channel Routing in Vonage Premier for Service Cloud Voice.
Click the Drop Down arrow on the right and click Edit, you will see the App Settings screen.
In the left panel, click App Options.
Under App Personalization Settings, check the Use Omni-Channel Sidebar option.
Click Utility Items (Desktop Only) in the left panel
If you have an Omni-Channel Utility widget, click Remove.If you cannot edit the Utilities, see the Known limitations section in Enhanced Omni-Channel Routing in Vonage Premier for Service Cloud Voice.