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If you are using cloud-based URLs—such as https://cloud11.contact-world.net—to access NewVoiceMedia Vonage Contact Center from Salesforce, you should make some changes to your configuration.

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To configure Salesforce to access NewVoiceMedia Vonage Contact Center for improved DR, perform the following steps:

1. Go to Call Centers within Setup in Salesforce.
2. Alongside NewVoiceMedia Vonage Contact Center in Salesforce, click Edit. NewVoiceMedia Vonage Contact Center for Salesforce appears in edit mode.
3. In CTI Adapter URL type https://***.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?newlogin=true, replacing *** for the item with the correct subdomain for your region: 

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4. Click Save.

Updating custom settings

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1. Go to Custom Settings within Setup in Salesforce.
2. Alongside Settings, click Manage. Any existing settings appear.
3. If ContactWorld URL contains a cloud-based URL, click Edit and update the URL to https://***.newvoicemedia.com, replacing *** for the item with the correct subdomain for your region: 

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4. Click Save.

Updating remote site settings

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1. Go to Remote Site Settings within Setup in Salesforce. Any existing remote sites appear.
2. If it exists, alongside NewVoiceMedia Vonage Contact Center, click Edit. NewVoiceMedia Vonage Contact Center appears in edit mode.
3. If Remote Site URL contains a cloud-based URL, click Edit and update the URL to match the value in ContactWorld URL in custom settings.
4. Click Save.

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