To use automatic call recording, automatic callback numbers, or both with Vonage for Service Cloud Voice, you must perform the following tasks:
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To prepare Vonage Contact Center for automatic call recording, automatic callback numbers, or both features in Salesforce, perform the following steps:
On the left-hand side of the Salesforce window, in the Quick Find field, type 'Custom Settings'.
In the filtered list of items, click Custom Settings. Custom Settings appears.
Locate the item in the list with the following values:
Label | Namespace |
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Vonage Contact Center - Core Settings | VCCCore |
To the left of the item, click Manage. The default or existing settings appear.
For a new installation, you must create new default settings.
To create the default level settings at Org level, click New in the Default Organization Level Value section.
To create the default level settings at profile or user level, click New in the lower section.
To make changes to existing settings, click Edit alongside the settings you want to edit.
Settings Edit appears.
Provide the following information according to the feature or features you want to configure:
Field | Description |
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Callback Number Selector Class | The name of the Apex class that implements the |
Call Recording Selector Class | The name of the Apex class that implements the |
Click Save. The new or modified settings are saved.
To configure prefix-based call recording with Vonage for Service Cloud Voice, follow the steps in Configuring prefix-based call recording. When you create the New Vonage Prefix Mapping, along with the information you have already provided, you must also provide the following information:
Field | Description |
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Call Recording Participants | Determines which participants are included in the recording if the call is recorded.
This is only supported for outbound calls made using Service Cloud Voice. Calls made using Contact Pad will always use the account default. |
To configure field-based call recording with Vonage for Service Cloud Voice, follow the steps in Configuring field-based call recording. When you create the New Vonage Field-Based Mapping, along with the information you have already provided, you must also provide the following information:
Field | Description |
---|---|
Call Recording Participants | Determines which participants are included in the recording if the call is recorded.
This is only supported for outbound calls made using Service Cloud Voice. Calls made using Contact Pad will always use the account default. |
To configure prefix- or field-based callback numbers with Vonage for Service Cloud Voice, follow the steps in Configuring prefix-based callback number selection or Configuring field-based callback number selection.