Frequently asked questions about Vonage Contact Center in Salesforce

Logging in to ContactPad or Vonage Contact Center using single sign-on

When I try to log in to ContactPad or Vonage Contact Center using single sign-on, why do I see the following errors?

• Error: Multiple users found with the email address user@example.com. If this is not the correct user, please log out of Salesforce and try again.
  
  This error appears if more than one Vonage Contact Center user (supervisor or agent) has the same email address as the Salesforce user you use to log in.
  The email address of the Salesforce user you want to use to log in must match the email address of a single supervisor or agent user in Vonage Contact Center.
  You must either log into Salesforce with a different Salesforce user or ensure that you have only one Vonage Contact Center user with the Salesforce user's email address.
• Error: No user found with the email address user@example.com. If this is not the correct user, please log out of Salesforce and try again.
  
  This error appears if you do not have a user in Vonage Contact Center with the same email address as the Salesforce user's email address.
  You must either log into Salesforce with a different Salesforce user or ensure that you have a Vonage Contact Center user with the Salesforce user's email address.
• Error: No account is linked to your Salesforce organisation. If user@example.com is not the correct user, please log out of Salesforce and try again.
  
  This error appears if you have not linked a Vonage Contact Center account with the Salesforce account you logged in with. Link your accounts as required. For information about linking Vonage Contact Center to a Salesforce account, see Linking Vonage Contact Center to a Salesforce account.

For information about configuring single sign-on, see Configuring single sign-on.

Why can't I switch accounts?

If you have access to more than one Vonage Contact Center account linked to the Salesforce account you used to log in, you can switch to other accounts. If you have not linked more than one Vonage Contact Center account to the Salesforce account you used to log in, you cannot switch to other accounts.

Making calls

When I click to dial, my call is made through Skype instead of ContactPad. How do I make the call through ContactPad?

If you have installed the browser plug-in for Skype, this plug-in detects and highlights all phone numbers displayed on a web page. Clicking on these highlighted links initiates a call through the Skype application.

This functionality will override the Click to dial feature of Vonage Contact Center in Salesforce.

To use the Click to dial feature of Vonage Contact Center in Salesforce you must disable the Skype plug-in.

Running reports

When I use the Due Date field in a report, the reported dates are incorrect. Why is this and how can I fix it?

In Salesforce, Vonage Contact Center stores the date in the custom Due Date field in the UTC time zone. If you are not located in a UTC time zone and use the Due Date field in reports, the Due Date fields in reported activities appear on incorrect (either previous or next) days.

For example, a call received at 09:00 on January 1, 2015 in Sydney, Australia (UTC+10) is logged as being received on the previous day at 23:00 on December 31, 2014.

To resolve this issue, use the NVMContactWorld__CW_Call_Start_Time__c field instead of the Due Date field.

DATEVALUE(NVMContactWorld__CW_Call_Start_Time__c)