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Vonage® for Salesforce®

Updated: 11/04/2019 15:46

Vonage® for Salesforce®  extends the functionality of the Vonage Integration Suite (VGIS) into Salesforce. These versions of Salesforce are supported, Lightning Enterprise and Lightning Unlimited.

Only the Super User and Administrators can order Vonage for Salesforce from Customer Care.

NOTE: Salesforce Professional accounts cannot be used unless APIs are enabled by Salesforce. Charges may be applied by Salesforce. Contact your Salesforce representative for more information.

Included Features

Contacts and LeadsQuickly add contacts and leads from a Call Activity window. This combines your phone system with Salesforce in a single window.  
Tasks and CasesAdd Tasks and Cases directly into Salesforce for all incoming/outgoing/missed calls from the same window used for call handling.
Click to DialClick to dial any telephone number appearing in your Chrome browser and connect the call through your Vonage service.
Speech RecognitionTranscribe your voice to Tasks and Cases in the Call Activity window to save typing.
Incoming/Outgoing Screen PopAutomated screen pop for incoming and outgoing calls to see history and notes for the contact.
Call ControlsPlace calls, end calls, transfer calls, and put calls on hold in the Call Activity Window.
Call ReportsReal-time call data and reporting accessible in Call Summary and Call Detail reports.
Dial PrefixPrefix outgoing calls with a code, for example, to hide Calling Line Identity (CLI).
Web LauncherOpen pre-set websites through a unique URL setup when you make or receive a call. During calls, VGIS triggers the default browser to open the website using the URL you set up. Call-related variables such as phone number or name can be added to perform a search.

Instructions

Determine how many users on your account require Vonage for Salesforce and call Customer Care at 0207 993 9000 to purchase Vonage for Salesforce licences. 

Each user will receive email installation instructions once the licences are processed. Or follow the steps below to install the VGIS extension to your Chrome browser, register and start to use the integration.

STEP 1: Install Vonage Integration Suite

Vonage Integration Suite (VGIS) extension requires a Google Chrome Browser - release v25.0 or higher (no other browsers are supported at this time).

Installation Instructions
  1. Go to: https://chrome.google.com/webstore/detail/ldionhpnclplifljglbnheejfmfhpaag
  2. Click ADD TO CHROME button.
  3. Click Add Extension to add Vonage Integration Suite to your browser.
A confirmation window displays and Chrome adds a Vonage logo in the top right of your browser.
Vonage logo
STEP 2: Register Vonage Integration Suite and Activate Vonage for Salesforce

Once you have purchased the licences for Vonage for Salesforce and added the VGIS extension to your browser in STEP 1, you must register VGIS to your Vonage Business Cloud account and activate Vonage for Salesforce. 

Register VGIS
  1. Click on the Vonage logo to open the VGIS Panel.
    Vonage logo
  2. Click SETUP to use the activation code that was emailed to you.

    activation code image
  3. Enter the Activation Code.
  4. Click SUBMIT.
NOTE: If you have not received an email with an Activation Code, contact Customer Care for assistance.
Activate Vonage for Salesforce
  1. Set the Subdomain and Domain for your Salesforce URL.
     
    • Click  domain icon  next to Salesforce SIGN IN. This will open a Salesforce customer domain window.
    • Enter the Subdomain and select the Domain for your Salesforce URL. Once set, this becomes the default.

      domain image
    • To find domain information, log in to Salesforce. The first part of the URL after https:// and before the first full stop is considered your Subdomain. The remainder of the URL up to the first forward slash (/) is the Domain. Select your Domain from the dropdown menu that matches your Salesforce URL.
    • Click SAVE.
  2. Click SIGN IN next to Salesforce. A Salesforce sign in window opens.
  3. Enter your Salesforce Username and Password and click Log In.
Initial Synchronisation of Contacts
  1. Click the Panel Menu Options icon.
    menu icon
  2. Go to Settings.
    settings icon
  3. Click Synchronise Contacts.
    Synchronize Contacts icon
    You will receive an email confirmation when synchronisation is complete.
NOTE: Initial synchronisation must be done when you activate Vonage for Salesforce. Once initial synchronisation is complete, it will automatically sync in real-time.
STEP 3: View and Use the Integration Panel 

The Vonage Integration Suite panel is your user interface. Click on the Vonage icon in the top right of your Google Chrome browser to open the panel.

Your phone number and extension are displayed at the bottom of the panel.

IMPORTANT: You must be signed in to Vonage Integration Suite, and signed in to your Vonage Business Cloud Desktop App or have access to your Vonage desktop phone to make and receive calls using VGIS.

Vonage Integration
Suite Panel
VGIS Panel
call history buttonCall History - Click to open and view the call history for incoming and outgoing phone calls.
 
  • Use the filter in the top left to see missed, dialled, received or rejected calls.
  • Quickly scroll through all dialled and received calls.
  • Click on a call record to open the Call Activity window.
  • Mouse over a call record and click on the blue dial pad icon to call the number.
  • Click on the person icon to see contact history.
  • Click on the star on the right side of the call box to add the number to your Fast Dial list.
favourites iconFast Dial - Click to display the telephone numbers you have identified as your frequently used numbers.
 
  • Click on the Name to open the Dial Pad which shows the number(s) associated with the name, then select one of the Numbers and then click the Blue Telephone icon to place a call.
  • Click on the Person icon, or the Pencil icon, to view and edit contact details, or delete the contact from the Fast Dial list. 
NOTE: Changing the contact name here only changes the name displayed in the Fast Dial tab. To change the name in the integrator, open the All Activity Windowfrom the Call History tab.
integrators iconIntegrations - Click to display which extended plugins you are connected to, and settings for the features.
 
  • Verify Vonage for Salesforce is connected with a check mark in a green circle.
  • Click on the Salesforce logo to see the user information.
  • Enable suite features, including Click to Dial, Web Launcher, Speech Recognition, Dial Prefix, Call History, Fast Dial Contacts, and Call Notes.
Refer to Vonage Integration Suite - Integrator Tab for more details.
feedback iconFeedback - Click to provide feedback to the Vonage Integration Suite product team to improve the application.
profile icon for menuPanel Menu Options - Click on the icon to access Panel Menu Options.
 
Web PortalClick the first option in the Panel Menu to access your Profile and Call Reports.

NOTE: Administrators will see all users and their related information.
Reports

Click on the Reports icon to open a new page in your browser to view detailed and summary reports.

Summary Report - Shows the total number of incoming and outgoing calls.
Detailed Report - Allows users to search incoming and outgoing calls from their Vonage number.

AccountsView your user and account settings.
Settings

Set up the following:

Auto Popup Call Activity Window - Select from the options to enable automatic window popups.

Synchronise Contacts - Select this option when there are plugins used with Vonage Integration Suite. When selected at first sign in, you connect your business applications to populate your contact data.

Click to Dial Prompt - Uncheck to disable the confirmation box that appears when you use Click to Dial. This feature is enabled by default.

Click to Dial URL Restrictions - Click this option to restrict specific web pages from displaying the Click to Dial icons next to the phone numbers.

In some cases, web developers may suppress Click to Dial on a web page. Select this option to force Click to Dial functionality where it has been suppressed.

Refer to Click to Dial Settings for more details.

Click to Dial Include Possible Numbers -  This is unchecked by default. When checked, all numbers on a website shows the Click to Dial icon. This is useful if some international numbers do not display Click to Dial.

Call Event - Notifications of answering a call, making an outgoing call, and ending a call are enabled by default. Check this box to disable.

Panel - Select the size of the display panel. The default is set to Small. You can change to Large or Custom to make the panel the size you prefer.

Activity - Select the size of the Call Activity Window. The default is set to Small. You can change to Large, Custom or Open in Tab

Auto Close Activity Windows on Save (delay) - Select the amount of time to automatically close your Call Activity Window after a new note is added. Default set to Never.

Auto Close Abandoned Activity Windows on Panel Close (delay) - Call Activity Window remains open by default when you close the Vonage Integration Suite panel. Select to have the windows close after 10 or 30 seconds.

About - Provides information about Vonage Integration Suite.

Sign Out - Sign out of the application. The login screen is shown. Click to Dial remains enabled on websites.

AboutOpens a new web page with Vonage Integration Suite details.
Sign OutSign out of the application. You will still be able to use Click to Dial on websites.
help iconHelp - Click on help to access online help text.
dial padDial Pad - Click on Dial Pad to open and make an outgoing phone call.
 
  1. Click on the Dial Pad.
  2. Enter the phone number with your keyboard or use the mouse to click on the number pad. Alternately, lookup or search your contact by name.
  3. Click the blue phone icon.
  4. Click the green phone icon in your Desktop App when it rings or, answer your desk phone when it rings.
 

Related Vonage for Salesforce Articles

Vonage for Salesforce - Call Activity Window
Vonage for Salesforce - Auto Call Log

Related Vonage Integration Suite Articles

Vonage Integration Suite - Calls
Vonage Integration Suite - Integrator Tab
Vonage Integration Suite - Click to Dial Settings
Vonage Integration Suite - Web Launcher
Vonage Integration Suite - Web Portal

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