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Vonage is introducing a new login process for ContactPad, Vonage for Service Cloud Voice, and the admin portal embedded within iFrames, such as within Salesforce. This update aligns with changes in web privacy, including the phasing out of third-party cookies by browsers like Google Chrome.

In this page
Table of Contents

Key changes

Info
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Single login button

Agents will see a streamlined login interface with a single button and any single sign-on options enabled.

Pop-out authentication

A separate authentication window will appear when logging in or logging out.

Pop-up permissions

Users must enable pop-ups for Vonage on their first logout.

For more information, see How the login experience is changing.

General release

This change will go live on May 628, 2024.

Early release

If you have worked with Vonage to enable this change before May 6, 2024, to migrate to To adopt the new login flow early, perform the following steps:

Tip

In the following scenarios, only the first step is required if:

  1. Switch on the new login experience in feature permissions by selecting the Login - Use the new login experience when embedded setting in Configuration. For information, see this setting in Controlling features for your account.
  2. Locate your Vonage Contact Center (VCC) account name in the VCC admin portal. For information about locating your account name, see Account in Vonage Contact Center Admin Portal user interface.

  3. Wherever you have embedded embedded ContactPad or the admin portal as an iframe, update the login URL to include your account name:.

    Info
    The URL will be different for Salesforce and non-Salesforce configurations.


    RegionURL subdomainSalesforce?URL
    EMEAemeaNo

    https://emea.newvoicemedia.com/CallCentre/AgentInterface?account={insert account name}&newlogin=true

    Yeshttps://emea.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?account={insert account name}
    USAnamNohttps://nam.newvoicemedia.com/CallCentre/AgentInterface?account={insert account name}&newlogin=true
    Yeshttps://nam.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?account={insert account name}
    APACapacNohttps://apac.newvoicemedia.com/CallCentre/AgentInterface?account={insert account name}&newlogin=true
    Yeshttps://apac.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?account={insert account name}

    For example, for a VCC account with the name LoremCo in the USA region, updated update the login URL to https://nam.newvoicemedia.com/CallCentre/AgentInterface?account=LoremCo&newlogin=true.

...

  1. . For a VCC with Salesforce account with the name LoremCo in the USA region, update the login URL to https://nam.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?account=LoremCo.

Info

The steps above are required only required before May 628, 2024. After this date, the new login flow will be enabled for all logins by default.

...

For more information about configuring this for Salesforce, follow the steps described in Configuring your Salesforce call center to use Vonage Contact Center in your region, using the URL listed above.

Configuration for Vonage Premier for Service Cloud Voice

If any of your agents use Vonage Premier for Service Cloud Voice, upgrade your Salesforce package Vonage for Service Cloud Voice to at least version 23.118. For release notes, see Release notes for version 23.118 of Vonage for Service Cloud Voice. Download the latest package from the community hub.

Reverting the change

If you decide to revert this change before May 28, 2024, follow the steps below:

  1. Switch off the new login experience in feature permissions in Configuration. For information, see Login - Use the new login experience when embedded in Controlling features for your account.
  2. Inform all VCC users who have tried the new login flow to clear their browser cookies.
Info

You do not need to revert any changes made to the embedded URL.