Overriding the Vonage Contact Center node used to route cases


Unite (omni-channel routing) is deprecated

Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing.

For  information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When routing cases Vonage Contact Center uses the URL for Vonage Contact Center that is defined in custom settings. For information on defining the Vonage Contact Center URL, see Configuring custom settings for optional Vonage Contact Center features in Salesforce. If you have multiple nodes—for example, if you have agents working in different regions—you can override this Vonage Contact Center URL with the URL of an alternative region. You must have already created a workflow rule to route new cases to agents. For information on creating a rule that routes cases, see Creating a workflow rule that routes new cases.

To override the URL for Vonage Contact Center, 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 Build section, expand Develop.
  3. In the expanded list of items, click Custom Settings. Custom Settings appears.
  4. Locate the item in the list with the following values:

    Label
    Namespace Prefix
    NvmNodesNVMContactWorld

    To the left of the item, click Manage. The default or existing settings appear.

  5. For each region that you use, perform the following steps to add a new NvmNode:

    1. Click New. NvmNodes Edit appears.
    2. Provide the following information:

      FieldDescription
      NameThe name of the NvmNode. Type a name that uniquely identifies the node. For example, Node_US.
      NvmNodeUrl

      The URL for the node. The URL must start with https:// and must not end in a forward slash. For example, https://***.newvoicemedia.com, replacing *** with the correct subdomain for your region:

      Click Save. Your new node is saved.

  6. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
  7. In the expanded list of items, click Workflow RulesAll Workflow Rules appears.
  8. Click rule that you previously created. The rule appears.
  9. In the Workflow Actions section, click EditStep 3: Specify Workflow Actions appears.
  10. Click Add Workflow Action and then New Field UpdateNew Field Update appears.

  11. To set the node to use on the case, provide the following information:

    Field
    Description
    NameThe name for the field update. For example, Override node.
    DescriptionA description for the field update. For example, Override the node used to route the case.
    Field to UpdateThe field to update. In the list, click NVMNodeOverride.
    Specify New Field Value

    The value to set the field to. Click Use a formula to set the new value. Type the name of the node to use in quotes. For example, "Node_US".

    Click Save, click DoneNew case created appears. To activate the workflow rule, click Activate. When a new case is created, Vonage Contact Center routes the case to Vonage Contact Center at the defined URL.

You must register the URL of the node as a Remote Site Setting so that the workflow rule can access the node. For information on configuring remote site settings, see Salesforce help.
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