Configuring Vonage Contact Center in Salesforce (optional tasks)

When you have configured your Vonage Contact Center and Salesforce integration, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for Vonage Contact Center in Salesforce, see Configuring Vonage Contact Center in Salesforce.

Printable version of the checklist: Configuring Vonage Contact Center in Salesforce (optional tasks)

Custom settings

To configure some of the optional features, you must configure some custom settings. These optional features are indicated by an asterisk (*). For information about configuring custom settings, see Configuring custom settings for optional Vonage Contact Center features in Salesforce.

Optional tasks

Add an Activities tab (Salesforce Classic only)

By default, activity records are listed within the Activity History (Salesforce Classic) or Past History (Salesforce Lightning Experience) sections in their related Salesforce objects. If you are using Salesforce Classic, you might want to add an Activities tab to help you locate all activities in a view. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.

Automate callback numbers for Click to dial*

If enabled for your account, you can configure Vonage Contact Center to dynamically select a callback number. For more information about automating callback numbers, see Automating callback numbers for Click to dial.

Automate call recording for outbound calls*

If enabled for your account, you can configure Vonage Contact Center to automatically record outbound calls. For more information about automating call recording, see Automating call recording for outbound calls.

Configure call logging in task records*

If enabled for your account, you can configure pages and console apps so that agents can add notes to a task record from within an open Salesforce object. For information about configuring pages, see Configuring call logging in task records.

Configure call recording annotation in Salesforce

If enabled for your account, you can configure the call recording annotation feature in Salesforce. For information about configuring call recording annotation, see Configuring call recording annotation in Salesforce.

Configure call recordings in task records*

By default, to listen to call recordings, supervisors must log in to the Call Recordings module in Vonage Contact Center. Alternatively, you can provide a way for agents to access or listen to the call recording from within the related Salesforce task record. You can also enable agents to rate the quality of the call recording. For information about configuring call recordings in Salesforce tasks, see Configuring call recordings in task records.

Configure Conversation Analyzer in Salesforce

If enabled for your account, Conversation Analyzer enriches the call recording player experience. For information about configuring the Conversation Analyzer in Salesforce, see Configuring the Conversation Analyzer feature in Salesforce.

Get started with Vonage Contact Center Conversation Analyzer Analytics

If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your Vonage Contact Center account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when. For information about setting up Conversation Analyzer Analytics, see Getting started with Vonage Contact Center Conversation Analyzer Analytics.

Configure disposition codes for Vonage Contact Center in Salesforce*

If you want to enable agents to provide a disposition code for their interactions, you must create and configure a disposition code field. If the enforced disposition codes feature is enabled for your account, you can also prevent Vonage Contact Center assigning another interaction to an agent before the agent has provided a disposition code for their previous interaction. For information about configuring call recordings in Salesforce tasks, see Configuring disposition codes for Vonage Contact Center in Salesforce.

Configure multi-interaction routing

To use multi-interaction routing, both the multi-interaction routing and Vonage Contact Center omni-channel features must be enabled for your account. Contact your account manager if you want to enable these features for your account. You can then configure omni-channel for Vonage Contact Center by integrating with Salesforce Omni-Channel presence or Salesforce external routing. For information about configuring multi-interaction routing, see Configuring multi-interaction routing.

Configure Salesforce record popping

If enabled for your account, you can configure various popping features. For information about configuring popping, see Configuring Salesforce record popping in Vonage Contact Center.

Configure scheduled callbacks (Salesforce Classic only)

If you are using Salesforce Classic, and if enabled for the account, an agent can schedule a callback. For information about configuring this feature, see Configuring scheduled callbacks.

Create Vonage Contact Center user accounts for existing Salesforce users

If enabled for your account, you can create many VCC users at the same time from within Salesforce. Creating the users from Salesforce automatically links these new VCC users to your existing users; you do not need to manually link them. The process creates the new VCC users using an existing user as a template. The new users share the template user's settings (skills, groups, permissions, and so on). You no longer need to manually assign permissions or skills, or add the users to groups when you create the users. For information about creating VCC user accounts for existing Salesforce users, see Creating Vonage Contact Center user accounts for existing Salesforce users.

Integrate Vonage Contact Center with Salesforce1

You can use Vonage Contact Center with Salesforce1. For information about integrating Vonage Contact Center with Salesforce1, see Integrating Vonage Contact Center with the Salesforce Mobile App.

Integrate with Salesforce Omni-Channel

If enabled for your account, you can integrate your Vonage Contact Center agents' states with Salesforce Omni-Channel's presence statuses to ensure the work is routed to the agents effectively. For information about integrating with Salesforce Omni-Channel, see Integrating with Salesforce Omni-Channel presence.

Post a message to the Chatter feed when an agent adds notes or creates a callback* (Salesforce Classic only)

If you are using Salesforce Classic, you can configure Vonage Contact Center to post to the Chatter feed when an agent adds notes or schedules callbacks. For information about configuring Chatter feed posts, see Posting event messages to the Chatter feed.

Process task creation failures

Occasionally Vonage Contact Center fails to create a task after a call, generally in Salesforce orgs running a large number of competing processes. Failing to create a task loses the information provided by the agent in the Log a Call area. If enabled for your account, Vonage Contact Center automatically retries creating the task. If this second attempt fails, you can process the task creation yourself. For information about processing task creation failures, see Processing task creation failures.

Reconfigure Vonage Contact Center in Salesforce for disaster recovery

Sometimes, usually for disaster recovery, you will need to migrate your Vonage Contact Center account to an alternative node. For information about reconfiguring Vonage Contact Center in Salesforce for disaster records, see Reconfiguring Vonage Contact Center in Salesforce to use an alternative node.