Creating a workflow rule that sets the Vonage Contact Center account 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. If your Salesforce org is linked to multiple Vonage Contact Center accounts, you must specify the account that Vonage Contact Center routes a new case to. If you do not define the account to use, Vonage Contact Center cannot route the case and logs an error. If you have only one account, you do not need to perform this task. 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 create a rule that sets the Vonage Contact Center account to use, perform the following steps:

Go to the Administration Setup Page in Salesforce.
On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
Click rule that you previously created. The rule appears.
In the Workflow Actions section, click Edit. Step 3: Specify Workflow Actions appears.
Click Add Workflow Action and then New Field Update. New Field Update appears.

To set the account to use on the case, provide the following information:

Field	Description
Name	The name for the field update. For example, Set account.
Description	A description for the field update. For example, Set the account used to route the case.
Field to Update	The field to update. In the list, click VCCAccountOverride.
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 account to use in quotes. For example, "SalesAccount".

Click Save, click Done. New case created appears. To activate the workflow rule, click Activate. When a new case is created, Vonage Contact Center routes the case to the specified account.