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To integrate Vonage Contact Center (VCC) and Vonage Business Communications (VBC), you must perform the following tasks:

Link your VCC and VBC accounts. Contact your VCC administrator to link these.
You can only integrate VCC and VBC accounts in the same region; for example, you cannot integrate a VCC account in EMEA with a VBC account in APAC.
Link your VCC and VBC users. For information about linking VCC and VBC users, see the Linking VBC and VCC users section later in this page. When your users are correctly linked, your VCC agents can work with their corresponding VBC users' calls in ContactPad.
Optionally configure VBC to display ContactPad. Contact your VBC administrator to configure VBC to display ContactPad.

Linking VBC and VCC users

When you integrate VBC and VCC, you must link VCC agent users (VCC agents) to their corresponding VBC users.

Before you can link the users, their corresponding VBC and VCC accounts must be linked. Contact your administrators to find out if the accounts are linked.

In this page

How do I link VCC agents and VBC users?

To link a VCC agent and a VBC user, add the VBC user’s username to the VCC agent’s settings in User Admin. For information about updating the VCC agent, see How do I update an existing user's details? in Configuring individual users.

In VBC Username in Agent Settings, type the VBC user’s username. The username is case-sensitive.

Agent Settings is only available for VCC users with an Agent license and for voice-function-enabled VCC users with non-Agent licenses. If Agent Settings does not appear, check License and Voice Function in License Status.

If Agent Settings appears, but VBC Username does not, contact your VCC administrator for help.

Click Update.

If the username in VBC Username is found within the VBC account that is linked to the currently logged in VCC account, the username is saved. The link between the VBC user and VCC agent is established.

If the username in VBC Username is not found within the VBC account that is linked to the currently logged in VCC account, the username is not saved. The link between the VBC user and VCC agent is not established, and an error appears in User Admin.

How do I remove a link between VCC agents and VBC users?

To remove the link between a VCC agent and a VBC user, remove the VBC user’s username from the VCC agent’s settings in User Admin. For information about updating the VCC agent, see How do I update an existing user's details? in Configuring individual users.

In VBC Username in Agent Settings, delete the VBC user’s username.

Agent Settings is only available for VCC users with an Agent license and for voice-function-enabled VCC users with non-Agent licenses. If Agent Settings does not appear, check License and Voice Function in License Status.

If Agent Settings appears, but VBC Username does not, contact your VCC administrator for help.

Click Update.

The link between the VBC user and the VCC agent is removed. A success message to confirm the removal appears.

How do I create or update links between multiple VCC agents and VBC users?

If you want to create or update links between multiple VCC agents and VBC users at the same time, import an updated CSV file containing VCC agents into User Admin.

Export your existing VCC agents in User Admin and then modify the CSV file with new or updated values for VBC users' usernames in the VBC Username column. For information about exporting and re-importing a CSV file, see Creating or editing multiple users from a CSV file.

The VBC Username column will only be available in the exported CSV file if enabled for your account. If the VBC Username column does not appear, contact your VCC administrator for help.

If the username in the VBC Username column is found within the VBC account that is linked to the currently logged in VCC account, the username is saved. The link between the VBC user and VCC agent is established.

If the username in the VBC Username column is not found within the VBC account that is linked to the currently logged in VCC account, the username is not saved. The link between the VBC user and VCC agent is not established, and an error appears in User Admin.

You cannot create or update links between multiple VCC agents and VBC users using bulk actions.

Automatic call answering

When a VCC agent receives an inbound call, or makes an outbound call, by default the agent must accept the call to be connected to it. If automatic call answering is enabled for your account, agents do not need to click to accept the inbound or outbound call before being connected. The agent is automatically connected.

If enabled for your account, you can enable, or disable, automatic call answering for individual VCC agents.

How do I enable automatic answering of inbound or outbound (or both) calls for an agent user?

To enable automatic answering of inbound or outbound (or both) calls for an agent user, edit the user in User Admin.

Perform the following steps:

Go to User Admin.
Locate the agent that you want to enable automatic call answering for using search or by scrolling or filtering list.
When you find the agent, click Edit. The user's details appear.
Click Agent Settings.
Under Automatically answer outbound calls or Automatically answer inbound calls, or both, click Yes to activate for the agent.
Click Update to save your settings. Repeat for all agents that you want to use automatic call answering.