Setting up Vonage Contact Center users in Salesforce

How do I set up users in Salesforce so that they can perform Vonage Contact Center-related tasks?

To use Vonage Contact Center in Salesforce, you must create users in both Vonage Contact Center and Salesforce. We recommend that you read through the following information before creating your users.

Creating Salesforce users

You must have the following Salesforce users:

• Agents
  • Make calls
  • Receive calls
  • Log calls (including taking notes)
• Supervisors
  • All agent tasks
  • Automate callback numbers for Click to dial. For information about automating callback numbers for Click to dial, see Automating callback numbers for Click to dial.
  • Automate call recording for outbound calls. For information about automating call recording for outbound calls, see Automating call recording for outbound calls.
• A single API user
  
  • Read all Salesforce data
  • Write Vonage Contact Center data to Salesforce
  Vonage Contact Center uses the API user account to read and write data on your Vonage Contact Center account's behalf. For example, if you have a Data Connector applet configured to retrieve Salesforce data, Vonage will use the API user's permissions to perform this task.

  
  

  API only user and multi-factor authentication

  From February 1, 2022, Salesforce will require users—other than API only users—to have multi-factor authentication enabled. We recommend that you make the API user an API Only user and do not enable multi-factor authentication for that user. The API Only user will not be able to access the Salesforce user interface.

  For information about this change in Salesforce, see Salesforce Multi-Factor Authentication FAQ (Salesforce help).
  For information about how to create the API Only user in Salesforce, see Give integration users API only access.

When you have created your users, you must assign appropriate permissions. For information about these settings, see the Permissions sets (all users) section later in this page. You must also perform some additional tasks for agents and apply additional settings to the API user. For more information, see the Additional steps (agents only) and Additional settings (API user only) sections later in this page.

Permission sets (all users)

To enable users to perform the appropriate Vonage Contact Center-related tasks for their type in Salesforce, you must assign appropriate permissions to the users. We recommend assigning the following permission sets to the users.

• User-type permission sets

  The Vonage Contact Center package contains a permission set for each of the user types. Assign the following permission sets to your users:

  • Agents
    Assign the ContactWorld Agent permission set to agents. For information about the permission set, see ContactWorld Agent permissions.
  • Supervisors
    Assign the ContactWorld Supervisor permission set to supervisors. For information about the permission set, see ContactWorld Supervisor permissions.
  • API user
    Assign the ContactWorld API user permission set to the API user. For information about the permission set, see ContactWorld API user permissions.

  For information about the settings in the provided permission sets, see Vonage Contact Center user permission sets.
  
  

• A new custom permission set

  Due to limitations with Salesforce packaging, the Vonage Contact Center package cannot include a permission set giving the required access to standard Salesforce objects. You may also have custom fields to which all users need access, such as additional fields in the Log a Call area and disposition code fields.

  Create a new custom permission set that includes access to the following standard fields on the Task object:
  

  Field label	Field name	Access
  Name	WhoId	Read and write
  Related To	WhatId	Read and write
  Call Object Identifier	CallObject	Read
  Call Type	CallType	Read
  Call Duration	CallDurationInSeconds	Read
  Comments	Description	Read and write
  Type	Type	Read and write
  Status	Status	Read and write
  -	ReminderDateTime	Read and write
  Assigned To	OwnerId	Read and write
  Subject	Subject	Read and write
  Due Date	ActivityDate	Read and write

  Optionally, add access to any custom fields that all users need access to, such as additional fields in the Log a Call area and disposition codes.

  Assign this custom permission set to all your Vonage Contact Center users in Salesforce.

For information about applying permission sets, see Assign Permission Sets to a Single User (Salesforce help) and Assign a Permission Set to Multiple Users (Salesforce help).

Additional steps (agents only)

To enable a user to use Vonage Contact Center in Salesforce as an agent, you must perform some additional tasks. For information about these tasks, see Setting up Vonage Contact Center agents in Salesforce.

Additional settings (API user only)

Your API user also requires:

• A Salesforce Integration license

  We do not recommend that your agent uses a Salesforce Platform license. Some features may not work with this license.

• Unrestricted login hours
• Unrestricted IP addresses
• The following permissions:
  • The Edit Tasks permission.
  • If you need to query users, your API user needs the View All Users permission.
  • If your org uses a Private sharing model, your API user needs the View All Data permission.
  • If you use the Data Connector applet to insert records in Salesforce, your API user needs the Modify All Data permission.

Creating Vonage Contact Center users

For each of the Salesforce users you want to use Vonage Contact Center, you must have a Vonage Contact Center user (agents, supervisors and administrators) set up in Vonage Contact Center. For information about creating Vonage Contact Center users, see User Admin.

If you already have your Salesforce users but do not yet have Vonage Contact Center users, you can create Vonage Contact Center users from your Salesforce users. For information about creating Vonage Contact Center users for existing Salesforce users, see Creating Vonage Contact Center user accounts for existing Salesforce users.

If you already have your Vonage Contact Center agents set up, link these agents to their corresponding Salesforce agent. For information about linking Vonage Contact Center agents to their Salesforce agent, see Setting up Vonage Contact Center agents in Salesforce.