If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When routing cases Vonage Contact Center uses the URL for Vonage Contact Center that is defined in custom settings. For information on defining the Vonage Contact Center URL, see Configuring custom settings for optional Vonage Contact Center features in Salesforce. If you have multiple nodes—for example, if you have agents working in different regions—you can override this Vonage Contact Center URL with the URL of an alternative region. You must have already created a workflow rule to route new cases to agents. For information on creating a rule that routes cases, see Creating a workflow rule that routes new cases.
To override the URL for Vonage Contact Center, perform the following steps:
Locate the item in the list with the following values:
Label | Namespace Prefix |
---|---|
NvmNodes | NVMContactWorld |
To the left of the item, click Manage. The default or existing settings appear.
For each region that you use, perform the following steps to add a new NvmNode:
Provide the following information:
Field | Description |
---|---|
Name | The name of the NvmNode. Type a name that uniquely identifies the node. For example, Node_US. |
NvmNodeUrl | The URL for the node. The URL must start with https:// and must not end in a forward slash. For example, https://***.newvoicemedia.com, replacing *** with the correct subdomain for your region: |
Click Save. Your new node is saved.
Click Add Workflow Action and then New Field Update. New Field Update appears.
To set the node to use on the case, provide the following information:
Field | Description |
---|---|
Name | The name for the field update. For example, Override node. |
Description | A description for the field update. For example, Override the node used to route the case. |
Field to Update | The field to update. In the list, click NVMNodeOverride. |
Specify New Field Value | The value to set the field to. Click Use a formula to set the new value. Type the name of the node to use in quotes. For example, "Node_US". |
Click Save, click Done. New case created appears. To activate the workflow rule, click Activate. When a new case is created, Vonage Contact Center routes the case to Vonage Contact Center at the defined URL.
You must register the URL of the node as a Remote Site Setting so that the workflow rule can access the node. For information on configuring remote site settings, see Salesforce help. |