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_ExcerptUniteCaseRoutingDeprecated _ExcerptUniteCaseRoutingDeprecated nopanel true

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When routing cases Vonage Contact Center uses the URL for Vonage Contact Center that is defined in custom settings. For information on defining the Vonage Contact Center URL, see Configuring custom settings for optional Vonage Contact Center features in Salesforce. If you have multiple nodes—for example, if you have agents working in different regions—you can override this Vonage Contact Center URL with the URL of an alternative region. You must have already created a workflow rule to route new cases to agents. For information on creating a rule that routes cases, see Creating a workflow rule that routes new cases.

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1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Develop.
3. In the expanded list of items, click Custom Settings. Custom Settings appears.

4. Locate the item in the list with the following values:

   
   

   Label	Namespace Prefix
   NvmNodes	NVMContactWorld

   To the left of the item, click Manage. The default or existing settings appear.

5. For each region that you use, perform the following steps to add a new NvmNode:

   1. Click New. NvmNodes Edit appears.

   2. Provide the following information:

      Field	Description
      Name	The name of the NvmNode. Type a name that uniquely identifies the node. For example, Node_US.
      NvmNodeUrl	The URL for the node. The URL must start with https:// and must not end in a forward slash. For example, https://***.newvoicemedia.com, replacing *** with the correct subdomain for your region: Insert excerpt _ExcerptVCCRegions _ExcerptVCCRegions nopanel true

      Click Save. Your new node is saved.

6. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
7. In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
8. Click rule that you previously created. The rule appears.
9. In the Workflow Actions section, click Edit. Step 3: Specify Workflow Actions appears.

10. Click Add Workflow Action and then New Field Update. New Field Update appears.

11. To set the node to use on the case, provide the following information:

    Field	Description
    Name	The name for the field update. For example, Override node.
    Description	A description for the field update. For example, Override the node used to route the case.
    Field to Update	The field to update. In the list, click click NVMNodeOverride.
    Specify New Field Value	The value to set the field to. Click Use a formula to set the new value. Type the name of the node to use in quotes. For example, "Node_US".

    Click Save, click Done. New case created appears. To activate the workflow rule, click Activate. When a new case is created, Vonage Contact Center routes the case to Vonage Contact Center at the defined URL.

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