Upgrading from a version of NewVoiceMedia earlier than 16.100

If you are upgrading Vonage Contact Center to the latest version from a version of prior to 16.100, you must perform the following tasks before installing Vonage Contact Center.

Review your custom settings in Salesforce

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Custom Settings'.
3. In the filtered list of items, click Custom Settings. Custom Settings appears.

4. Locate the item in the list with the following values:

   Label	Namespace Prefix
   Settings	NVMContactWorld

   To the left of the item, click Manage. The default or existing settings appear.

5. Click Edit.
6. In the ContactWorld URL field ensure that the URL is https://***.newvoicemedia.com/, replacing *** with the correct subdomain for your region:
   

   Region	URL subdomain	URL
   EMEA	emea	https://emea.newvoicemedia.com
   USA	nam	https://nam.newvoicemedia.com
   APAC	apac	https://apac.newvoicemedia.com

7. Ensure that you have the values in the ContactWorld Account Key and ContactWorld API Authentication Token fields. If these settings are empty, generate an API authentication token and use your token and key values in the ContactWorld Account Key and ContactWorld API Authentication Token fields. For information about generating an API authentication token, see Getting your account key and API authentication token.

8. Click Save.

Review your Remote Site settings in Salesforce

For information about creating and editing remote sites, see Creating a Remote Site for Vonage Contact Center in Salesforce.

Assign users to Salesforce permission sets

Perform the following tasks to assign users to the ContactWorld Agent permission set and your designated API user to the API user permission set.

Create a view to show NVM Users in Salesforce

This task is optional, but useful when adding multiple users to permission sets, especially if you have Salesforce users that do not use Vonage Contact Center.

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Users'.
3. In the filtered list of items, click Users. All Users appears.
4. Click Create New View.
5. In Step 1, provide an appropriate name for the view, such as NVM Users.

6. In Step 2, specify the following filter criteria:

   Criteria	Field	Operator	Value
   1	NVM Agent Id	Not Equal To
   2	Active	Equals	True

7. In Step 3, select NVM Agent Id and any other fields you want.

8. Click Save.

Assigning Users to the ContactWorld Agent permission set in Salesforce

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Permission Sets'.
3. In the filtered list of items, click Permission Sets. Permission Sets appears.
4. Click to open the ContactWorld Agent permission set.
5. Click Manage Assignments. A list of agents who are already assigned to the permission set appears.
6. Click Add Assignments. A list of users appears.
7. If you created a NVM Users view in the previous task, open that view. Otherwise use your preferred view. Select all users you want to assign the permission set to.
8. Click Assign. A message appears to indicate that the permission set has been assigned. Click Done.

Assigning Users to the ContactWorld API user permission set in Salesforce

1. Go to Setup in Salesforce.
2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Permission Sets'.
3. In the filtered list of items, click Permission Sets. Permission Sets appears.
4. Click to open the ContactWorld API user permission set.
5. Click Manage Assignments. A list of agents who are already assigned to the permission set appears.
6. Click Add Assignments. A list of users appears.
7. Select the API user you have used to link Vonage Contact Center and Salesforce.
8. Click Assign. A message appears to indicate that the permission set has been assigned. Click Done.