Configuring custom settings for optional Vonage Contact Center features in Salesforce

To use certain ContactWorld features in Salesforce, you must configure some custom settings. These features are optional, and include customization of the Log a Call area, enforced disposition codes, and automation of callback numbers for Click to dial.

If you need to configure any custom settings to enable the optional feature, you are directed to this page with further instructions.

To prepare ContactWorld for any of the optional features in Salesforce, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Custom Settings'.
  3. In the filtered list of items, click Custom SettingsCustom Settings appears.
  4. Locate the item in the list with the following values:

    LabelNamespace Prefix
    SettingsNVMContactWorld

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

  5. For a new installation, you must create new default settings.

    To create the default level settings at Org level, click New in the Default Organization Level Value section.
    To create the default level settings at profile or user level, click New in the lower section.
    To make changes to existing settings, click Edit alongside the settings you want to edit.

    Settings Edit appears.

  6. Provide the following information according to the feature or features you want to configure:

    FieldDescriptionWhere used
    FlagsOptional flags:
    • DEBUG. Switches on logging. Do not use without Vonage Contact Center support.
    • MULTI_OBJ_CRITERIA. Enables you to filter and order Dial Lists using fields from related object types. For information, see Creating Dial Lists from a filter.
    • RETRY_TASK_CREATION. Switches on automatically retrying to create a task at the end of a call in case of failure. For more information, see Processing task creation failures.
    • POP_RELATED_OBJECT. Enables a supervisor to configure a related object to pop to an agent when making Connect calls instead of the Dial List object. For information about this feature, see Dial Lists and related records.

    Separate multiple values with commas.

    Various
    ContactWorld URL

    The regional URL for Vonage Contact Center.

    Include this URL in the list of Remote Sites as described later in this section.

    Choose the appropriate URL for your region:

    If you add or change a value in ContactWorld URL, you must make sure that a Remote Site exists for the corresponding URL. For information about adding a remote site, see Creating a Remote Site for Vonage Contact Center in Salesforce.

    Connect, Unite (omni-channel routing)*, Advanced Reporting and Statistics in Salesforce
    Call Time Out (ms)The timeout for outbound calls—the default timeout is 20 seconds (20,000 ms). Do not change without Vonage Contact Center support.Connect
    ContactWorld Account Key

    Your Vonage Contact Center account key. For information about finding your account key, see Getting your account key and API authentication token.

    You must also set your API token for the account key. For information about setting your API token, see Configuring Vonage Contact Center API authentication tokens.

    Connect, Configuring disposition codes for Vonage Contact Center in Salesforce, Configuring scheduled callbacksAdvanced Reporting and Statistics in Salesforce
    Log A Call Additional FieldsThe names of task or activity fields. Separate multiple field names with commas, and no spaces—you must use the field name (for standard fields) or the API name (for custom fields). The fields appear below the Notes field in a Salesforce object when you click Log a Call while on a call. The fields appear in the order you provide the field names in. For more information, see Customizing the Log a Call area.Customizing the Log a Call area
    Callback Number Selector Class

    The name of the Apex class that implements the NVMContactWorld.ISelectPresentedClid interface. Use this class to customize the callback number presented when an agent makes an outbound call using Click to dial using Vonage Contact Center in Salesforce or using Connect.

    The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.
    Automating callback numbers for Click to dial, Automating callback numbers in Connect
    Call Recording Selector Class

    The name of the Apex class that implements the NVMContactWorld.ICustomValueProvider interface. Use this class to determine whether to record a call when an agent makes an outbound call.

    The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.
    Automating call recording for outbound calls

    Post to Chatter when creating callbacks

    Select to post an update to the Chatter feed within an object when a callback is scheduled for an object.

    The check box is selected by default for new installations and upgrades, unless you have previously cleared the check box.

    Using callbacks using Vonage Contact Center in Salesforce, Posting event messages to the Chatter feed

    Post to Chatter when saving note

    Select to post an update to the Chatter feed when a note is saved in the Log a Call area.

    The check box is selected by default for new installations and upgrades, unless you have previously cleared the check box.

    Logging a call during the call, Posting event messages to the Chatter feed
    Set due date on call task recordsSelect to set the Due Date field on a task record.Call logging in task records, Populating the Due Date field on task records
    Link call to Name and Related object

    Select to enable linking of calls to two objects.

    Selected by default for new installs; cleared by default for upgrades.
    Logging a call during the call
    Cache sizeThe maximum number of Dial Entries that Connect adds to a Dial List after refreshing the Dial List or when an agent requires more Dial Entries. The default value is 20.Configuring dynamic Dial Lists
    Cache expire time (s)The interval between Dial List refreshes in seconds. The default value is 300 seconds.Configuring dynamic Dial Lists
    Max cache expiry timeThe maximum time that a Dial List can go without Connect refreshing it. If this time is exceeded, Connect refreshes the Dial List immediately.Configuring dynamic Dial Lists
    Outstanding calls expire time (s)The time, in seconds, after which Connect recalculates the number of outstanding calls.Configuring dynamic Dial Lists
    Ignore dial list statsBy default, when agents complete or skip calls using Connect, Connect updates Dial List statistics to reflect the work that agents have done. Statistics appear in Completed Calls, Outstanding Calls and Skipped Calls fields on Dial Lists. If you have large numbers of agents working on a single Dial List, to avoid the agents experiencing long transaction times or record locking issues, you can disable this functionality.
    Use Next Contact Time

    Determines whether Connect populates the NextContactTime__c field when an agent makes a call.

    Configuring next contact time
    Log a Call Disposition Code FieldThe field that contains the disposition code for an interaction.Configuring disposition codes for Vonage Contact Center in Salesforce
    Collapse 'Log a Call' when saving notesDetermines whether or not the Log a Call area is collapsed when an agent saves their call notes.Configuring collapsing of the Log a Call area
    Click To Dial support in ConnectEnables making Connect calls using Click to dial.Configuring Click to dial in Connect
    Save Log a Call notes in Task commentsDetermines whether or not Vonage Contact Center should save the notes from Log a Call area in the Comments field in a task record.Saving Log a Call notes in task records
    Progressive DiallerEnables progressive dialing in Connect. This checkbox only has an effect when progressive dialing is enabled for your Vonage Contact Center account.Configuring progressive dialing
    Call Recording Consent Provider Class

    The name of the Apex class that implements the NVMContactWorld.ICallRecordingConsentProviderV1 interface. Use this class to provide call recording consent information when an agent makes an outbound call.

    The feature or features must also be enabled for your account. If not enabled, even if you provide a valid interface, the feature or features will not work.
    Configuring one-sided call recording

    Click Save. The new or modified settings are saved.