Customizing how Vonage Contact Center locates Salesforce records to pop

If you are using Vonage Contact Center (VCC) in Salesforce, VCC locates information related to the current interaction in Salesforce. VCC locates information at the following times:

• When routing an interaction to an agent
• When an agent makes an outbound call
  
• When an agent responds to an interaction

VCC then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, VCC also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce record or a list of multiple related records.

By default, Vonage Contact Center uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data Vonage Contact Center uses to locate records for inbound interactions. This data must be the ID of a Salesforce record. The record can be of any Salesforce object type, including custom object types.

How do I customize the data Vonage Contact Center uses to locate Salesforce records to pop?

Retrieve the Salesforce record ID using a Data Connector applet or applets. Vonage Contact Center uses the record ID to construct and display a link in ContactPad to a Salesforce record. Vonage Contact Center might also open, or pop, the record in the browser. For more information about Salesforce record display and popping, see Salesforce record display and popping in Vonage Contact Center.

To configure custom Salesforce record popping, perform the following tasks:

1. Configure a Data Connector applet, or applets, to retrieve specific interaction-related data as part of the interaction plan before reaching the agent.
   You can retrieve this data from different data provider APIs, including Salesforce. Each retrieved interaction-related data field is available throughout the duration of the interaction in the form of a data source. For information about using the Data Connector applet, see Data Connector applet.

2. Configure an ACD applet that the interaction is routed through after the Data Connector applet or applets have retrieved the required data. For information about the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the Salesforce Record Display section in the applet, perform one of the following steps:

   • Turn the record display feature on. Choose a single data source, from the data sources previously retrieved by the Data Connector applet. The data source must be a valid Salesforce record ID to locate a Salesforce record.
     • If the data source is retrieved successfully during the interaction, Vonage Contact Center uses the data source to locate a matching Salesforce record.
     • If the data source does not exist, its retrieval fails, or if it is not a valid Salesforce ID, Vonage Contact Center defaults to using the CLID to locate a matching Salesforce record or records.
   • Turn the record display feature off.
     • If there is a single retrieved interaction-related data source that is a valid Salesforce record ID, ContactPad uses it to locate the Salesforce record.
     • If there are multiple data sources where one of them is a valid Salesforce record ID, then ContactPad uses the valid Salesforce record ID to locate a matching Salesforce record.
     • If there are no or multiple retrieved interaction-related data sources that are valid Salesforce record IDs, ContactPad defaults to using the CLID to locate a matching Salesforce record or records.
   Vonage Contact Center displays a link in ContactPad and optionally pops a matching record or list of matching records according to your configured popping behavior. For more information, see Salesforce record display and popping in Vonage Contact Center.