Users of Vonage Contact Center (VCC) must have a Vonage Contact Center account before setting up an integration with Salesforce.

If you are yet to sign up for an VCC account, please visit our website newvoicemedia.com to contact our Sales department.

Salesforce is a powerful tool for managing relationships with your customers. On its own, however, Salesforce relies on agents to keep track of inbound and outbound interactions.

  1. Log into your Salesforce org and go to Service Setup in Lightning Experience.

  2. In Recommended Setup, click View All and click Voice Support Setup. Click Start. Voice Setup appears.

  3. In the list of providers, click Vonage Contact Center. Click Next then read and agree to the AppExchange terms and conditions. Click Install Package. This installs the latest version of Vonage Contact Center into Salesforce directly from the Salesforce App Exchange.

  4. In Add Voice Services Provider Details, select your region for both CallCenter node and your Vonage Contact Center endpoint (the values for both of these settings will be the same unless instructed by your Vonage Contact Center account manager). In Account Key, type your account key. Click Next.




  5. In Who's Answering the Phone, select the Salesforce users who will be handling calls using Vonage Contact Center in Salesforce. Click Next.

  6. Link your Vonage Contact Center account to your Salesforce org.




  7. In Service Setup, go to Remote Site Settings. Three new remote site settings will be available: NewVoiceMedia_APAC, NewVoiceMedia_EMEA and NewVoiceMedia_NAM. Activate the remote site for your region.

  8. Go to the Secrets Management Tab within Salesforce (Classic or Lightning). Here you will find the Account Key, provided earlier within the Setup Flow. Update your Token from the VCC Admin Portal.




  9. Before your users can start making calls using Vonage Contact Center in Salesforce, you need to create Vonage Contact Center users in your Vonage Contact Center account.




  10. Link the Vonage Contact Center users to your corresponding Salesforce users.




You have completed the basic configuration for Vonage Contact Center in Salesforce. For information about configuring additional features, see Configuring Vonage Contact Center in Salesforce (optional tasks).