Your NewVoiceMedia call center settings include a compatibility mode. The compatibility mode is the version or versions of Salesforce that NewVoiceMedia works in.
Newer installations will work with both Salesforce Classic and Salesforce Lightning Experience. If you have an older installation, NewVoiceMedia may only work with Salesforce Classic.
To enable NewVoiceMedia to work in Classic, Lightning Experience, or both, perform the following steps:
Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the search box, type 'Call Centers'. Call Centers appears below the search box.
- Click Call Centers. All Call Centers appears.
Click the NewVoiceMedia in Salesforce call center.
- Click Edit.
Modify the value in Compatibility Mode. Depending on which Salesforce interface or interfaces you want to enable NewVoiceMedia to work with, choose one of the following values:
Classic
Lightning
Classic_and_Lightning
- Click Save.