Agents can use Vonage Contact Center (VCC) with the Salesforce Mobile App. To integrate VCC with the Salesforce Mobile App, perform the following tasks:
Agents cannot use VCC and the Salesforce Mobile App with WebRTC. Instead of using WebRTC, agents must receive VCC calls using the mobile phone they are using with the Salesforce Mobile App. To ensure that agents receive VCC calls using their mobile phone instead of WebRTC, turn off WebRTC for agents. |
To use VCC in the Salesforce Mobile App on a mobile device, you must enable the Salesforce Mobile App mobile browser app for your Salesforce org. If agents see the desktop version of Salesforce in a mobile device, follow the steps described in Salesforce help (Salesforce help).
Agents can now use VCC in the Salesforce Mobile App on a mobile device. For information, see Using Vonage Contact Center in the Salesforce Mobile App on your mobile device.
VCC creates a task record for each call initiated using the mobile app. By default, VCC sets the Name or the RelatedTo field on the task to the record (Contact or Opportunity, for example) the customer clicked the NVMCall button on. This links the task to that record.
You can override the default linking behavior. For example, rather than linking the task record to the account for an opportunity they may prefer to link the task to the opportunity instead.
To override the default behavior, create a custom Visualforce page that uses the NVMCall component to specify the Salesforce object to link. This example uses the Opportunity object.
Perform the following steps:
Paste the following Visualforce markup into the editor:
<apex:page docType="html-5.0" title="Dial Opportunity using ContactWorld" standardController="Opportunity" standardStylesheets="false" sidebar="false" showHeader="false" showChat="false"> <NVMContactWorld:NVMCall SObjectToCall="{!opportunity.Account}" SObjectToLink="{!opportunity}" /> </apex:page> |
The In this example, the phone fields from the related Account record are dialable, but the task will be linked to the opportunity. You can set the |
Enter the following information:
Field | Value |
---|---|
Action Type | Custom Visualforce |
Visualforce Page | Select the page you created in steps 3-6 |
Height | 250px |
Standard Label Type | --None-- |
Label | Type a label for the action, for example, NVM Call. |
Name | Type a unique name for this action. |
To make use of VCC features in the Salesforce Mobile App you need a NVM Call button that the agent taps to make a call. You can add a NVM Call button to the Account, Contact, Lead, and Opportunity objects.
To add a NVM Call button to page layouts, perform the following steps, which use the Contacts page layouts as an example:
Click Edit alongside the page layout to which you want to add the button. The page layout appears in edit mode.
In the top section, click Mobile & Lightning Actions. The actions available to be added to the page appear.
If you cannot see Mobile & Lightning Actions, you must enable publisher actions. For information about enabling publisher actions, see Enabling publisher actions. |
Drag the NVM Call action down to the Publisher Actions area. The action appears alongside the other available actions.
You must enable publisher actions to add an available action or actions to Contact page layouts.
To enable publisher actions, perform the following steps:
For more information about Salesforce publisher actions, see Publisher Actions Implementation Guide.