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- Setting up Vonage Contact Center users in Salesforce
Complete the steps described in the Linking a Vonage Contact Center agent to their Salesforce user record section.
Do not complete the steps described in the Adding agents as call center users as they apply to call centers where agents use ContactPad instead of the Omni-Channel utility in SCV.
- Creating a Remote Site for Vonage Contact Center in Salesforce
- Configuring Vonage Contact Center API authentication tokens
Relating records to the voice call when using dial lists of unsupported types
Service Cloud Voice can only relate voice calls with account, case, contact, lead, or opportunity records. If your dial lists are built from different record types — such as tasks — by default the voice call cannot be related to the popped record using the Related Record field on the voice call.
To support dial lists created from different types of records — for example, tasks — use the POP_RELATED_OBJECT flag to pop one of the supported types to the agent. For information, see Creating or editing custom settings for Connect. The supervisor must then configure these dial lists to pop related records of one of the supported types when the agent clicks for their next Connect call.
For example, when the agent clicks for their next Connect call, a task-based dial list with Record to pop set to Related Contact - Name Id would pop the contact record related to the task. When the agent clicks to initiate the Connect call, Salesforce would set the Related Record field in the voice call record so that the voice call is related to that record. Additionally, Connect would set the Activity field in the voice call record so that it points to the associated task.