Configuring Vonage Contact Center in Salesforce
- Helen Griffith
- Dawid Wietrzykowski (Unlicensed)
When you have installed Vonage Contact Center into your host Salesforce Org, you must perform several configuration tasks before you start using it. For information about installing Vonage Contact Center into Salesforce, see Installing Vonage Contact Center into Salesforce.
As you configure your Vonage Contact Center and Salesforce integration, refer to this checklist to ensure that you complete all the required tasks. We recommend that you complete the tasks in the order presented.
Printable version of the checklist: ConfiguringVonage Contact CenterinSalesforce.pdf
Must-do tasks
For new installations, to prepare all versions of Vonage Contact Center in Salesforce you must perform the following tasks:
1. Configure your Salesforce call center to use Vonage Contact Center in your region
Configure the installed call center to use the correct CTI adapter for your region. For information about configuring your Salesforce call center, see Configuring your Salesforce call center to use Vonage Contact Center in your region.
2. Set up Vonage Contact Center users in Salesforce
Enable Vonage Contact Center users to use Vonage Contact Center in Salesforce. For information about enabling Vonage Contact Center users to use Vonage Contact Center in Salesforce, see Setting up Vonage Contact Center users in Salesforce.
3. Link Vonage Contact Center to a Salesforce account
To make and receive calls using Vonage Contact Center in Salesforce, you link Vonage Contact Center to a Salesforce user account. For information about linking Vonage Contact Center to a Salesforce account, see Linking Vonage Contact Center to a Salesforce account.
4. Add ContactPad to Lightning Experience apps
If you are using Salesforce Lightning Experience and what to use ContactPad in a Lightning enabled app, you must add ContactPad to that app. For information about adding ContactPad to Lightning enabled apps, see Adding ContactPad to Lightning Experience apps.
Optional tasks
You can optionally further customize your installation of Vonage Contact Center for your organization by configuring advanced features. For information about configuring advanced features for Vonage Contact Center in Salesforce, see Configuring Vonage Contact Center in Salesforce (optional tasks).
- Configuring your Salesforce call center to use Vonage Contact Center in your region
- Setting up Vonage Contact Center users in Salesforce
- Linking Vonage Contact Center to a Salesforce account
- Adding ContactPad to Lightning Experience apps
- Configuring Vonage Contact Center in Salesforce (optional tasks)
- Customizing Vonage Contact Center and Salesforce features after integrating Vonage Contact Center
- Configuring custom settings for optional Vonage Contact Center features in Salesforce
- Adding an Activities tab
- Automating callback numbers for Click to dial
- Automating call recording for outbound calls
- Configuring call logging in task records
- Configuring collapsing of the Log a Call area
- Configuring chats to release automatically when ended
- Configuring call recordings in task records
- Configuring call recording annotation in Salesforce
- Configuring the Conversation Analyzer feature in Salesforce
- Configuring disposition codes for Vonage Contact Center in Salesforce
- Configuring multi-interaction routing
- Configuring Salesforce external routing for Vonage Contact Center
- Configuring Salesforce record popping in Vonage Contact Center
- Configuring scheduled callbacks
- Creating Vonage Contact Center user accounts for existing Salesforce users
- Enabling Vonage Contact Center to work in Salesforce Classic, Salesforce Lightning Experience, or both
- Integrating Vonage Contact Center with the Salesforce Mobile App
- Integrating with Salesforce Omni-Channel presence
- Migrating your Vonage Contact Center integration from Salesforce Classic to Salesforce Lightning Experience
- Posting event messages to the Chatter feed
- Reconfiguring Vonage Contact Center in Salesforce to use an alternative node
- Processing task creation failures
- Configuring adding and displaying call notes in Lightning Experience
For general assistance, please contact Customer Support.
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