Configuring your Salesforce call center to use Vonage Contact Center in your region

Owned by Helen Griffith
Last updated: Jul 29, 2024
1 min read

A call center definition file contains all of the settings required to create a call center in Salesforce. The definition file for Vonage Contact Center is included in the Vonage Contact Center package.

If you are installing Vonage Contact Center into Salesforce for the first time, you must configure the installed call center to use the correct CTI adapter for your region.
If you are upgrading the Vonage Contact Center package and already have your call center configured, you don't need to make any changes.

Progress

To configure the call center after installing Vonage Contact Center 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 'Call Centers'. Call Centers appears below the search box.
  3. Click Call Centers. All Call Centers appears.

  4. Click the Vonage Contact Center in Salesforce call center.

  5. Click Edit.

  6. When you first install Vonage Contact Center into Salesforce, the item labelled CTI Adapter URL contains https://***.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface. Replace *** with the correct subdomain for your region: 

    RegionURL subdomainBase URL
    EMEAemeahttps://emea.cc.vonage.com
    USAnamhttps://nam.cc.vonage.com
    APACapachttps://apac.cc.vonage.com
    For example, if you are in the EMEA region, set CTI Adapter URL to https://emea.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface.

    Optionally, add the account parameter to the URL to specify the account you want to log in to. This will ensure that account-specific single sign-on options are available. For example, https://emea.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface?account=myVCCaccount.

  7. Click Save.
Support and documentation feedback

For general assistance, please contact Customer Support.

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