Reconfiguring Vonage Contact Center in Salesforce to use an alternative node

Owned by Helen Griffith
Last updated: Apr 06, 2020 by Dawid Wietrzykowski (Unlicensed)
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How do I reconfigure ContactWorld in Salesforce for disaster recovery?

Sometimes, usually for disaster recovery, you will need to migrate your Vonage Contact Center account to an alternative node. The following table contains Vonage Contact Center's primary and secondary nodes.

Primary node (cloudA or sfcA)Secondary node (cloudB or sfcB)
cloud11cloud8
cloud17cloud16
cloud12cloud14

In most cases you will migrate from your primary to your secondary node. For example, if you usually access Vonage Contact Center on cloud11, you will migrate to cloud8. Vonage Contact Center will notify you when you need to migrate your account and which node you need to migrate your account to.

The following steps refer to cloudA and cloudB in place of specific primary and secondary nodes.

To configure your ContactWorld to use an alternative node in Salesforce, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, click Customize | Call Center | Call Centers. All Call Centers appears.

  3. To the left of ContactWorld for Salesforce, click Edit. ContactWorld for Salesforce appears in edit mode.

  4. In CTI Adapter URL change cloudA to cloudB. Click Save.
  5. On the left-hand side of the Salesforce window, click Develop | Custom Settings. Custom Settings appears.

  6. Locate the item with the label Settings and the namespace prefix NVMContactWorld. To the left of the item, click Manage. Any existing settings appear.

  7. If any of the existing settings use sfcA or cloudA, edit the settings, change to sfcB or cloudB, and save your changes.
  8. On the left-hand side of the Salesforce window, click Security Controls | Remote Site Settings. All Remote Sites appears.
  9. If you do not have a remote site already set up for cloudB, click New Remote Site. Remote Site Edit appears.

  10. Provide the following information:

    • in Remote Site Name, type CloudB

    • in Remote Site URL, type https://cloudB.contact-world.net/

  11. Click Save.

You have now reconfigured ContactWorld in Salesforce to use an alternative node.

Reconfiguring access to call recordings

If you have either added a call recording link field or call recording player to task page layouts, you must also reconfigure these features.

To reconfigure the call recording link field, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, click Customize | Activities | Activity Custom Fields. Activity Fields appears.

  3. To the left of the field with the label Call recording link, click Edit. Call recording link appears in edit mode.

  4. In the advanced formula field, change cloudA to cloudB. Click Save.

To reconfigure the embedded call recorder, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Build section, expand Develop.
  3. In the expanded list of items, click Visualforce Pages. Visualforce Pages appears.
  4. To the left of the page with the label Embed Player, click Edit. Embed_Player appears in edit mode.
  5. In the Visualforce Markup area, change cloudA to cloudB. Click Save.

You have now reconfigured access to call recordings in ContactWorld on an alternative node.

Reconfiguring Connect

If you use a version of Connect before 1.68, you must also reconfigure Connect. To reconfigure Connect, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, click Develop | Custom Settings. Custom Settings appears.

  3. Locate the item with the label Settings and the namespace prefix NVMConnect. To the left of the item, click Manage. Any existing settings appear.

  4. If any of the existing settings use cloudA, edit the settings, change cloudA to cloudB and save your changes.

You have now reconfigured Connect to use an alternative node.

Reconfiguring Salesforce1

If you use Salesforce1, you must also reconfigure Salesforce1. To reconfigure Salesforce1, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, click Develop | Custom Settings. Custom Settings appears.

  3. Locate the item with the label Settings and the namespace prefix NVMContactWorld. To the left of the item, click Manage. Any existing settings appear.

  4. If any of the existing settings use cloudA, edit the settings, change cloudA to cloudB, and save your changes.

You have now reconfigured Salesforce1 to use an alternative node.

Reconfiguring ContactWorld (supervisor actions)

If you are a supervisor, to use an alternative node, you must perform the following steps:

  1. Optional: If you are logged in to the VCC Admin Portal on cloudA, log out.
  2. Go to https://cloudB.contact-world.net/.
  3. Log in to the VCC Admin Portal on cloudB with your usual credentials.

You can now use the VCC Admin Portal as normal.

Reconfiguring ContactWorld (wallboard user actions)

If you are a wallboard user, to use an alternative node, you must perform the following steps:

  1. Optional: If you are logged in to the VCC Admin Portal on cloudA, log out.

  2. Go to https://cloudB.contact-world.net/.

  3. Log in to the VCC Admin Portal on cloudB with your usual credentials.

You can now use Real Time as normal.

Support and documentation feedback

For general assistance, please contact Customer Support.

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