Configuring voicemail drop in Vonage Premier for Service Cloud Voice

Owned by Helen Griffith
Last updated: Dec 13, 2023

When using Vonage for Service Cloud Voice, agents can leave voice messages for customers or prospects. They can upload and manage messages and then drop the messages during a call. For agents to use voicemail drop in Vonage for Service Cloud Voice, you must create and then add the Salesforce voice extension to the Omni-Channel widget or utility.

Prerequisites.

You must be using a version 23.107 or later of Vonage for Service Cloud Voice.

To create the extension, perform the following steps:

  1. Go to Lightning App Builder within Setup.
  2. Click New.
  3. Select Voice Extension and click Next.
  4. Give the page a label such as 'Vonage voice extension'.
  5. Click Next and then Finish.
  6. Drag Vonage Voice Extension Header from Custom - Managed to the top of the page, and drag Vonage Voicemail Drop just below it.
  7. Click Save and then Activate.

To add the extension, perform the following steps:

  1. Go to Partner Telephony Contact Centers within Setup.
  2. Open the applicable contact center and click Edit.
  3. In Voice Extension, select the voice extension you created. Do not select the managed package version.
  4. Click Save.

The voice extension will now appear in agents' Omni-Channel widgets or utilities. For information about using voicemail drop in Vonage for Service Cloud Voice, see Configuring voicemail drop in Vonage Premier for Service Cloud Voice.

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