Integrating Vonage Contact Center with the Salesforce Mobile App

Agents can use Vonage Contact Center (VCC) with the Salesforce Mobile App. To integrate VCC with the Salesforce Mobile App, perform the following tasks:

• You must ensure that agents can see the correct version of Salesforce in a mobile device. If agents see the desktop version of Salesforce, see Enabling Vonage Contact Center in the Salesforce Mobile App for mobile devices.
• You can optionally override the record that VCC links a task to. For information about overriding VCC's default linking behavior, see Overriding default linking.
• You must add a button to the required Salesforce object page layouts. This button provides VCC functionality in the mobile version of Salesforce. For information about adding the button, see Adding a button to use Vonage Contact Center in the Salesforce Mobile App on a mobile device.

Enabling Vonage Contact Center in the Salesforce Mobile App for mobile devices

To use VCC in the Salesforce Mobile App on a mobile device, you must enable the Salesforce Mobile App mobile browser app for your Salesforce org. If agents see the desktop version of Salesforce in a mobile device, follow the steps described in Salesforce help (Salesforce help).

Agents can now use VCC in the Salesforce Mobile App on a mobile device. For information, see Using Vonage Contact Center in the Salesforce Mobile App on your mobile device.

Overriding default linking

VCC creates a task record for each call initiated using the mobile app. By default, VCC sets the Name or the RelatedTo field on the task to the record (Contact or Opportunity, for example) the customer clicked the NVMCall button on. This links the task to that record.

You can override the default linking behavior. For example, rather than linking the task record to the account for an opportunity they may prefer to link the task to the opportunity instead.

To override the default behavior, create a custom Visualforce page that uses the NVMCall component to specify the Salesforce object to link. This example uses the Opportunity object.

Perform the following steps:

1. Go to Visualforce Pages within Setup in Salesforce
2. Click New.
3. Provide a label and a unique name for this custom page. 
4. Check the checkbox Available for Lightning Experience, Experience Builder sites, and the mobile app.

5. Paste the following Visualforce markup into the editor: 

   <apex:page docType="html-5.0" title="Dial Opportunity using ContactWorld" standardController="Opportunity" standardStylesheets="false" sidebar="false" showHeader="false" showChat="false">
      
       <NVMContactWorld:NVMCall SObjectToCall="{!opportunity.Account}" SObjectToLink="{!opportunity}" />
    
   </apex:page>

   standardController, SObjectToCall and SObjectToLink attributes

   The standardController attribute is set to Opportunity. You can change this to the controller for the object agents wish to call. For more information, see Associating a Standard Controller with a Visualforce Page (Salesforce help).

   In this example, the phone fields from the related Account record are dialable, but the task will be linked to the opportunity. You can set the SObjectToCall and SObjectToLink attributes to reference the records that fit agents' requirements. For more information, see Accessing Data with a Standard Controller (Salesforce help).

6. Click Save.
7. Go to your Opportunity object in Object Manager in Setup.
8. Go to Buttons, Links and Actions.
9. Click New Action.

10. Enter the following information:

    Field	Value
    Action Type	Custom Visualforce
    Visualforce Page	Select the page you created in steps 3-6
    Height	250px
    Standard Label Type	--None--
    Label	Type a label for the action, for example, NVM Call.
    Name	Type a unique name for this action.

11. Click Save
12. Now follow the instructions in the section Adding a button to use Vonage Contact Center in the Salesforce Mobile App on a mobile device. In step 3, drag the new action you created here. 

Adding a button to use Vonage Contact Center in the Salesforce Mobile App on a mobile device

To make use of VCC features in the Salesforce Mobile App you need a NVM Call button that the agent taps to make a call. You can add a NVM Call button to the Account, Contact, Lead, and Opportunity objects.

To add a NVM Call button to page layouts, perform the following steps, which use the Contacts page layouts as an example:

1. Go to your Contact object's Page Layouts within Setup in Salesforce.

2. Click Edit alongside the page layout to which you want to add the button. The page layout appears in edit mode.

3. In the top section, click Mobile & Lightning Actions. The actions available to be added to the page appear.

   Mobile & Lightning Actions

   If you cannot see Mobile & Lightning Actions, you must enable publisher actions. For information about enabling publisher actions, see Enabling publisher actions.

   Drag the NVM Call action down to the Publisher Actions area. The action appears alongside the other available actions.

4. Click Save. The page layout is saved. Repeat steps 4-6 for all Contacts page layouts to which you want to add the NVM Call button.

Enabling publisher actions

You must enable publisher actions to add an available action or actions to Contact page layouts.

To enable publisher actions, perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Buildsection, expand Customize and then Chatter.
3. In the expanded list of items, click Settings. Chatter Settings appears.
4. Click Edit. Chatter Settings appears in edit mode.
5. In the Publisher Actions section at the bottom of the page, click the Enable Publisher Actions check box.
6. Click Save. You can now add publisher actions to your Contact page layouts.

For more information about Salesforce publisher actions, see Publisher Actions Implementation Guide.