Setting up agents in Vonage Premier for Service Cloud Voice in Salesforce

Owned by Helen Griffith
Last updated: Dec 13, 2023

To set up agents to use Vonage for Service Cloud Voice, you must perform the following tasks in Salesforce. Agents must have a Service Cloud Voice with Partner Telephony license. For further information, contact your Salesforce administrator.

Single sign-on

Single sign-on must be configured for your Vonage Contact Center account and must be configured to use Salesforce. When you have set up agents to use Vonage for Service Cloud Voice, they will be prompted to log in to ContactPad from Salesforce. They must click Salesforce rather than Login or any other single sign-on provider button to log in.

For information about single sign-on, see Single sign-on in ContactPad, the How do I configure single sign-on using Salesforce? section in Configuring single sign-on, and Logging in to ContactPad using single sign-on.

Assign permission sets

Agents require the Service Cloud Voice permission sets. Assign permission sets to your users depending on their role:

User RolePermission Set Required
AgentContact Center Agent (Partner Telephony)
AdministratorContact Center Admin (Partner Telephony)

For information about applying permission sets, see Assign Permission Sets to a Single User (Salesforce help) and Assign a Permission Set to Multiple Users (Salesforce help).

Add users to contact center

To configure the Service Cloud Voice agents for your contact center, perform the following steps:

  1. Go to Setup in Salesforce.

  2. On the left-hand side of the Salesforce window, in the search box, type 'Voice'. Partner Telephony Contact Centers appears below the search box.
  3. Click Partner Telephony Contact Centers. Contact Centers appears.
  4. Click Vonage from the list of contact centers.
  5. In the section Contact Center Users, click Add.
  6. Search for a user by entering a search term.
  7. Click the plus (+) icon next to the user you wish to add.
  8. Repeat steps 6 and 7 until you have added all the users you wish to add.
  9. Click Done.

Add a Content Security Policy (CSP) trusted site

Salesforce requires Vonage for Service Cloud Voice to be configured as a Content Security Policy (CSP) trusted site. This allows call recordings to be played. To configure a CSP trusted site, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the search box, type 'CSP'. CSP Trusted Sites appears below the search box.
  3. Click CSP Trusted Sites. CSP Trusted Sites appears.
  4. Click New Trusted Site.

  5. Type the following information:

    FieldValue

    Trusted Site Name

    		Vonage_for_Service_Cloud_Voice

    Trusted Site URL

    		https://*.newvoicemedia.com

    Active

    		Checked

    Context

    		All

    CSP In Directives

    		Check Allow site for media-src
  6. Click Save

For information about CSP trusted sites, see Create CSP Trusted Sites to Access Third-Party APIs (Salesforce help).

Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.