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To make and receive calls using NewVoiceMedia Vonage Contact Center in Salesforce, you link NewVoiceMedia Vonage Contact Center to a Salesforce user account. The Salesforce user account must be an API user account. NewVoiceMedia Vonage Contact Center uses the linked account to log in to Salesforce and perform automated actions. These automated actions include looking for a Salesforce record and creating a task at the end of a call.

The API user must have enough privileges to allow the automated actions. For information about permissions that the API user needs, see ContactWorld API user permissions. You can connect an API user account to a maximum of five NewVoiceMedia Vonage Contact Center accounts. If you have more than five accounts, you must create more than one Salesforce API user account.

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You only need to perform this task once for your account. When you link NewVoiceMedia Vonage Contact Center to a Salesforce account, NewVoiceMedia Vonage Contact Center and Salesforce create unique keys to form the link. NewVoiceMedia Vonage Contact Center does not store any Salesforce credentials.



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rootConfiguring ContactWorld in Salesforce
pageConfiguring Vonage Contact Center in Salesforce



To link NewVoiceMedia Vonage Contact Center to your Salesforce account, perform the following steps:

  1. Log in to NewVoiceMediaVonage Contact Center. For information about logging in to NewVoiceMediaVonage Contact Center, see Logging in to the Vonage Contact Center Admin Portal.

  2. From the NewVoiceMedia Vonage Contact Center homepage, move your mouse pointer over the menu icons on the left of the page.

    In the menu that appears, click Salesforce Administration. If you cannot see Salesforce Administration and think you should be able to, contact support. Salesforce Administration appears.

    The Salesforce account credentials area displays one of three statuses:

    • Unlinked. You have not linked NewVoiceMedia Vonage Contact Center to a Salesforce account.
    • Linked. You have already linked NewVoiceMedia Vonage Contact Center to a Salesforce account. You can relink NewVoiceMedia Vonage Contact Center to a different Salesforce org or use a different API user. You do not need to relink.
    • Legacy. You have already linked your account to NewVoiceMedia Vonage Contact Center using a legacy method. We recommend that you relink NewVoiceMedia Vonage Contact Center using this new method.

  3. Click Link or Relink and, in the drop-down list that appears, click Production or Sandbox depending on whether you want to link to a production org or a sandbox org. A Salesforce login page opens in a new browser window.

  4. Log in to your Salesforce org as your API user. In the same browser window, a Salesforce Allow Access? page appears.

    Note

    You must log in to Salesforce directly as the API user.

    When you are logged in to Salesforce as an administrator, you are able to log in as another user. You must not use this method to log in as your API user due to Salesforce security. For information about logging in as another user and the related security measure, see Salesforce help.


  5. Click Allow to enable NewVoiceMedia Vonage Contact Center to access your Salesforce org using the API user's credentials. The Salesforce browser window closes.

  6. In NewVoiceMediaVonage Contact Center, the Salesforce Administration page updates, and your Salesforce account credentials appear. Your status is Linked.

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