Page Comparison

How do I create

...

VCC user accounts for my existing Salesforce users?

If enabled for your account, you can create NVM VCC user accounts for your existing Salesforce users from within Salesforce. Before you can create NVM VCC users, you must perform the following tasks:

• Check your Salesforce users and create any additional users.
  To use Vonage Contact Center in Salesforce, your Salesforce users require values in the following fields:
  • Phone. If your users do not have a telephone number, type a valid number in the Phone field.
  • NVM Agent Id (optional). An NVM agent ID links the NVM VCC user with their Salesforce user record. The agent ID is added to the NVM VCC user when created. For more information, see Setting up Vonage Contact Center agents in Salesforce.
    • If you are creating NVM VCC users that are either agents or voice-enabled supervisors, your Salesforce users must have an NVM agent ID. If any of your Salesforce users do not have values in the NVM Agent Id field, you can automatically generate them later. Automatically generating the IDs avoids accidentally duplicating existing IDs. Or you can manually add them now.
    • If you are creating supervisors who are not voice-enabled, your Salesforce users do not need an NVM agent ID.
  • Call Center. For information about defining the call center for a Salesforce user, see Setting up Vonage Contact Center agents in Salesforce.
• Create a view or views of Salesforce users.
  You must have one or more views that contain the Salesforce users for whom you want to create NVM VCC users. For example, you might have a view for users in each of your different teams or locations.

To create NVM VCC users, perform the following steps:

1. Go to the Vonage Contact Center User Creation tab. Vonage Contact Center User Creation appears.

2. In Username, type username of an existing NVM VCC user to use as template for the new NVM VCC users.

   Note

   The new users will have same skills, groups, country, type, telephony region, license, and so on, as the template user. If you provide the username of an agent or a voice-enabled supervisor, your new NVM VCC users will be able to make and receive interactions. If you provide the username of a supervisor, your new NVM VCC users will have the same user role, and the same group, queue, and line permissions as appear for the template user in the User Access area of the VCC Admin Portal. For information about the User Access area, see Configuring user access.

   
   

3. In View, select the Salesforce view that contains the existing Salesforce users you are creating NVM VCC user accounts for.
   The Salesforce users in the selected view appear along with any potential issues.
   
   In this example, none of the Salesforce users have a value in NVM Agent Id.
   If you are creating NVM VCC users who are either agents or voice-enabled supervisors, you must provide values before proceeding. You can automatically generate the IDs which adds a value to the NVM Agent Id field for all the users in the view. The generated IDs start at the value you set in Starting ID and miss out any agent IDs already in use. Optionally type a number other than 1 in Starting ID and click Generate Agent IDs to generate IDs.
   
4. Click Create Vonage Contact Center users. Results appears.
   
   In this example, three users were created and two failed:
   • One user failed due to having no telephone number. Add a telephone number to the Salesforce user and try again.

   • The other user failed because an NVM VCC user already exists with that username. A similar error appears if the Salesforce user contains an agent ID that is already in use by an NVM VCC user—Agent ID 'agentID' is already in use. The existing NVM VCC users may already be linked with the Salesforce users. In this case you can ignore these errors unless you want to update the NVM VCC users.

     Info
     You cannot currently update NVM VCC users from within Salesforce. To update the NVM VCC users, you must edit the users in the VCC Admin Portal.

     The username or ID might otherwise belong to NVM VCC users that you do not want to link to your Salesforce users. In this case you need to change the Salesforce user's Username or NVM Agent ID values and try again.

NVM VCC users that you create using an NVM VCC user with either an agent or a supervisor license appear in User Admin and Real Time. The NVM The VCC users you create based on a supervisor also appear in User Access.

...