Mapping actions to and from case statuses

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. A case has a Status field that you can map to and from actions. For example, you can configure Vonage Contact Center to automatically update the value of the Status field to Closed when an agent clicks Release in ContactPad. Alternatively, you can configure Vonage Contact Center to release the case when an agent manually changes the Status field of the case to Awaiting Reply.

For information about actions, see Omni-channel routing actions in Unite.

To map actions to and from case statuses, perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Develop.
3. In the expanded list of items, click Custom Settings. Custom Settings appears.

4. Locate the item in the list with the following values:

   
   

   Label	Namespace Prefix
   NvmRouting	NvmContactWorld

   To the left of the item, click Manage. The default or existing settings appear.

5. For a new installation, you must create new default settings.

   To create the default level settings at Org level, click New in the Default Organization Level Value section.
   To create the default level settings at profile or user level, click New in the lower section.
   To make changes to existing settings, click Edit alongside the settings you want to edit.

   

   

   NvmRouting Edit appears.

6. Provide the following information:

   Field	Description
   Case Status to set on agent release	The value that Vonage Contact Center sets a case's Status to when the agent clicks Release in ContactPad. If you provide no value, the status does not change. For example: Awaiting Reply
   Case Status to set on assign to Agent	The value that Vonage Contact Center sets a case's Status to when the case is assigned to an agent. If you provide no value, the status does not change. For example, In Progress.
   Case Statuses to Release	The values of a case's Status that cause Vonage Contact Center to release the case. Provide multiple values on separate lines. For example: Awaiting Reply Closed
   Cases Statuses to Route	The values of a case's Status that cause Vonage Contact Center to route the case to an agent. Provide multiple values on separate lines. For example: New Requires Attention
   Case owner routing timeout (Logged in) and Case owner routing timeout (Logged out)	The time, in seconds, that Vonage Contact Center tries to route a case to the case owner. These settings apply to existing cases that the case owner has already dealt with, or all cases if the TryRouteNewCaseToCaseOwner check box is selected. You can set different values for case owners who are logged in and who are logged out. If the agent who owns the case is logged in, you might want Vonage Contact Center to wait a longer time for the agent to become available than if the agent is logged out. If the agent is logged out they may not be working, so Vonage Contact Center should not wait for that agent to become available and instead try to route the case to another agent. You can configure these settings for each individual cases. For information on overriding the settings, see Creating a field update that overrides routing timeouts.
   TryRouteNewCaseToCaseOwner	Determines whether or not Vonage Contact Center attempts to puts a new case into the personal queue of an agent (the case owner). A new case does not have a case owner until the case is routed to an agent who then becomes the case owner. However you can configure a case assignment rule to set a case owner value when creating the case. For information on case assignment rules, see Salesforce help.

   Click Save. Your changes are saved.