Configuring your Service Cloud Voice call center to use VCC in your region

Owned by Helen Griffith
Last updated: Apr 22, 2024
2 min read

To use Vonage Premier for Service Cloud Voice, you must configure your Service Cloud Voice call center to use Vonage Contact Center (VCC) in your region.

In this page

Save the Vonage Premier for Service Cloud Voice contact center configuration file

  1. Save the following XML to a file on your computer and open it with a suitable text editor.

    <callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General Information">
        <item sortOrder="0" name="reqInternalName" label="InternalName">Vonage</item>
        <item sortOrder="1" name="reqDisplayName" label="Display Name">Vonage</item>
        <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">XXXXXX</item>
    </section>
    <section sortOrder="1" name="reqHvcc" label="SCV Settings">
        <item sortOrder="0" name="reqTelephonyIntegrationCertificate" label="Telephony Integration Certificate">-----BEGIN CERTIFICATE-----XXXXXX-----END CERTIFICATE-----</item>
        <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix"></item>
    </section>
    <section sortOrder="2" name="Vonage" label="Vonage Settings">
        <item sortOrder="0" name="vCCAccount" label="Account Name">XXXXXX</item>
    </section>
</callCenter>

  2. On line 5, change the string XXXXXX to the following depending on your region:

    RegionValue
    EMEAVonageSCV__VonageEMEA
    NAMVonageSCV__VonageNAM
    APACVonageSCV__VonageAPAC
  3. On line 8, replace XXXXXX with the telephony integration certificate provided by Vonage.

  4. On line 12, change XXXXXX to your VCC account name.

    VCC account name

    Your VCC account name is available in the VCC Admin Portal. Log in to the VCC Admin Portal and click the icon at the top-right corner. The name of your account is in the menu that appears.

Do not make any other changes in the file, particularly lines 3 and 4. The contact center name must be 'Vonage'.

Import the Vonage Premier for Service Cloud Voice contact center configuration file

You can only have one contact center with the same name configured at a time. If you already have a contact center with the name 'Vonage', you must delete that first before you import this one.

To configure the Service Cloud Voice call center after installing Vonage Premier for Service Cloud Voice into Salesforce for the first time, perform the following steps:

  1. Go to Setup in Salesforce.

  2. On the left-hand side of the Salesforce window, in the search box, type 'Voice'. Partner Telephony Contact Centers appears below the search box.
  3. Click Partner Telephony Contact Centers. Contact Centers appears.
  4. Click Import.
  5. Select the XML file you have edited and saved.

Update the Vonage authentication provider

To configure Salesforce authentication for the first time, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the search box, type 'auth providers'. Auth. Providers appears below the search box.
  3. Click Auth. Providers. The authentication providers for your account appear.
  4. Alongside the authentication provider for your region, click Edit. The authentication provider appears.
  5. In Consumer Secret enter the value provided to you by Vonage.
  6. Click Save.
Support and documentation feedback

For general assistance, please contact Customer Support.

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