Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice
Connect, Vonage's automatic dialer, enables a supervisor to create lists of contacts that they want agents to call directly from within Salesforce. When installed and configured, agents can make those outbound calls in Service Cloud Voice using Connect alongside the Omni-Channel utility.
To install and configure Connect for use with Vonage for Service Cloud Voice, use the existing instructions for installing and configuring Connect for use with the Vonage Contact Center and Salesforce integration. For information, see Installing Connect and Configuring Connect. Configuring Connect with Service Cloud Voice is slightly different from configuring Connect without Service Cloud Voice; steps relating to Log a Call and some other features are not required.
The following information describes those differences:
- In Creating or editing custom settings for Connect:
Configure the ContactWorld URL and ContactWorld Account Key.
All other fields are optional. You do not need to provide any settings relating to Log a Call.- The steps described in Configuring Click to dial in Connect are not required. Click to dial in Connect is always enabled for Service Cloud Voice. Clearing the Click To Dial support in Connect check box does not turn the feature off.
Some additional steps are also required:
- Setting up Vonage Contact Center users in Salesforce
- Complete the steps described in the Linking a Vonage Contact Center agent to their Salesforce user record section.
- Do not complete the steps described in the Adding agents as call center users as they apply to call centers where agents use ContactPad instead of the Omni-Channel utility in SCV.
- Creating a Remote Site for Vonage Contact Center in Salesforce
- Configuring Vonage Contact Center API authentication tokens
Relating records to the voice call when using dial lists of unsupported types
Service Cloud Voice can only relate voice calls with account, case, contact, lead, or opportunity records. If your dial lists are built from different record types — such as tasks — by default the voice call cannot be related to the popped record using the Related Record field on the voice call.
To support dial lists created from different types of records — for example, tasks — use the POP_RELATED_OBJECT flag to pop one of the supported types to the agent. For information, see Creating or editing custom settings for Connect. The supervisor must then configure these dial lists to pop related records of one of the supported types when the agent clicks for their next Connect call.
For example, when the agent clicks for their next Connect call, a task-based dial list with Record to pop set to Related Contact - Name Id would pop the contact record related to the task. When the agent clicks to initiate the Connect call, Salesforce would set the Related Record field in the voice call record so that the voice call is related to that record. Additionally, Connect would set the Activity field in the voice call record so that it points to the associated task.
For general assistance, please contact Customer Support.
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