Vonage Integration Suite – Salesforce – Guide

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Introduction (Level 1)

Welcome to the VBC tutorial for the Vonage Integration Suite (VGIS). The Vonage Integration Suite is a managed browser extension that merges both voice and data in key applications for sales, customer service, and business productivity.

Installing Vonage Integration Suite

Users can access steps on installing the Vonage Integration application via the welcome email, or they can manually download it from their default web browser.

To access the steps on downloading the integration application, from the welcome email:

  1. Click on the link found under Step 1. This will bring you to the Vonage site.
  2. From here, navigate to Step 1 and expand this section by clicking on the name.
  3. Choose your web browser and follow the steps.
  4. Once completed, you should have downloaded and installed the Vonage Integration Suite.

To successfully download the application via your browser, you must locate the app within the browser’s store.

Google Chrome:

If you’re using Google Chrome as your browser:

  1. In your search field, search for the Chrome Web Store.
  2. Click on the link to access it.
  3. In the search field, type in Vonage Integration Suite.
  1. Once the results populate, locate the app and open the page.
  2. Click on the  +ADD TO CHROME button.
  1.  A small pop window will appear asking to allow the application to be installed.
  2. Click Add Extension.

Once finished, you should see a confirmation window as well as the Vonage V icon in your browser toolbar.

Mozilla Firefox:

If you’re using Mozilla Firefox as your browser:

  1. In your search field, search for Firefox Add-Ons.
  2. Click on the link to access it.
  3. In the search field, type in Vonage Integration Suite.
  4. Once the results populate, locate the app and click on the  +Add to Firefox button.
  5. A small pop window will appear asking to allow the application to be installed.
  6. Click the Add button.

Once finished, you should see a confirmation window as well as the Vonage V icon in your browser toolbar.

Microsoft Edge:

If you’re using Microsoft Edge as your browser:

  1. In your search field, search for the Microsoft Store.
  2. Click on the link to access it.
  3. In the search field, type in Vonage Integration Suite.
  4.  Once the results populate, locate the app and click on the Get button.
  5. Click on Launch.
  6. On the menu to the right, click Turn It On.

Once finished, you should see a confirmation window as well as the Vonage V icon in your browser toolbar.

Opera:

If you’re using Opera as your browser:

  1. In your search field, search for Opera Add-ons.
  2. Click on the link to access it.
  3.  In the search field, type in Vonage Integration Suite.
  4. Once the results populate, locate the app.
  5. Click on the Add to Opera button.

Once finished, you should see a confirmation window as well as the Vonage V icon in your browser toolbar.

Activate using your Activation Code

Prior to downloading the application, you should have received an email containing the Vonage Integration Suite Installation instructions with an activation code. Please have this email on hand.

To activate your application:

  1. Click on the V icon in your browser’s toolbar to open the application window.
  1. Click on the Setup with code Setup button.
  1. Proceed to enter your activation code located in your welcome email.
  1. Click the Submit button.

Your Vonage Integration application should now be enabled.

Auto Pop Up Manager

This application allows you to configure auto pop-up settings to make the use of the application simpler. To access these applications settings:

  1. Click on the V icon in your browser’s window.
  2. Once the application has opened, click on the profile avatar in the upper right corner.
  1. This should generate a drop-down menu. Select the settings icon.
  2.  The Setting window will appear.
  3. Under Global settings, click on the Auto Pop Up Manager.
  1. You have the ability to create rules or criteria for Inbound, Outbound, and Internal interactions.

For this guide, let’s create an Internal rule, but the steps for creating an outbound internal rule are similar. First:

  1. Click Add Rule under Inbound.
  1. From the Type drop-down menu, select whether it’s a:
    1. A call
    2. An SMS text message
    3. A voicemail.
  1. Select Call.
  1. Proceed to select the State from the corresponding drop-down menu. You have the options to select:
    1. Answered
    2. Missed,
    3. Rejected
    4. Released
    5. Ringing.
  1. Pick Answered.
  2. Lastly, from the Pop Up drop-down menu select where you would like the pop-up to happen. Either Activity window, desktop, or main panel.
  3. Choose Activity Window.
  4. Click Save.

If you wish to add another rule, follow the steps above. Once finished and no other changes are required, click on Save.

Signing in to SalesForce

Once your activation is complete, you can now register SalesForce with the Vonage Application. To start:

  1. Click on the SalesForce Sign In button.
  1. Enter your credentials.
  2. Proceed to click through the options that appear to allow the apps access into SalesForce.

Workflow Settings (Admin)

To update Workflow Settings, as an admin:

  1. Click on the V icon to open the application.
  2. Once the application has opened, click on the profile avatar in the upper right corner.
  3. This should generate a drop-down menu.
  4. Select the webpage icon.
  5. Once the web portal appears, click on the My Account tab. From here:
    1. You can resend a user’s welcome email if they have misplaced it or deleted it by accident.
      1. To do this, from the My Account dashboard:
        1. Navigate to the Account Users table.
        2. Find the user you wish to resend their welcome email to and click on their name.
        3. Under the Configuration Tools column, you will see an option to Resend Welcome Email.
        1. Click on the envelope icon, a resend email dialog box will appear.
        2. Proceed to select the integrations for the user,
        3. Click Send.
        4. The user will now receive a new welcome email.

User Integration Settings
To manage SalesForce User Integration settings:

  1. Proceed to click on the SalesForce button, a dialog box will appear with the following:
  1. Call Auto Activity Settings – this option will log calls to SalesForce from the Vonage Application depending on the settings you have excluded by clicking on the following:
    1. Skip internal calls
    2. Skip zero duration calls
    3. Skip when no contact was found
    4. Skip when multiple contacts are found

      When multiple contacts are found, the call will be logged to a system identified contact, unless an option below is specified:

    5. Create activities for each contact
    6. Create a single activity without a contact
    1. SMS Auto Activity Settings – this option will log SMS texts to SalesForce from the Vonage Application depending on the settings you have excluded by clicking on the following:
      1. Skip internal SMS
      2. Skip when no contact was found
      3. Skip when multiple contacts are found

        When multiple contacts are found, the SMS will be logged to a random contact, unless an option below is specified:

      4. Create activities for each contact
      5. Create a single activity without a contact
    1. When complete, click Save.

    Click To Dial

    The Vonage Integration app includes a Click-to-Dial function. With this feature, when numbers appear on your screen, like on a website’s contact us page, you can simply click the phone number and enable a call through your Vonage application:
    To use click to dial, navigate to the Contact Vonage Customer Service webpage, you will notice a phone icon to the left:

    1. Click on the phone icon, a dialog box will appear with the number in place.
    2. Proceed to click the Dial button.
    3. Once clicked, a call will ring your Vonage Device, you will need to answer your Vonage Device for the call to be completed. Your call will now be placed.

    You can also send SMS messages through the Click to Dial screen. To send an SMS message, navigate to the Contact Vonage Customer Service webpage, you will notice a phone icon to the left:

    1. Click on the image, a dialog box will appear with the number in place.
    2. You will see two icons to the left, the SMS icon and the phone icon. Click on the SMS icon to start your message.
    3. Enter the message in the respective field.
    4. Once complete, click on the arrow to send.

    Please Note: This message will only be received by the recipient if their number allows SMS messages.

    Make Calls or SMS Messages

    To make a call, from the Vonage application:

    1. Click on the Dial Pad icon.
    2. Enter a valid 10-digit number.
    3. When complete, click the green call button.

    The Vonage Integration app includes an SMS function. With this feature, you can send and receive SMS messages. To send an SMS message, from the Vonage application:

    1. Click the Dial Pad icon, the dial pad will appear.
    2. Proceed to click on the SMS icon.
    3. Enter a valid 10-digit number and message.
    4. When complete, click the green send button. All incoming messages to your Vonage application can be viewed through the Call History or Call Activity windows.

    Reports

    To run Reports through the Vonage app:

    1. Click on the V icon to open the application.
    1. Once the application has been opened, click on the profile icon in the upper right corner.
    2. This should generate a drop-down menu.
    1. Select the Reports icon, your browser should open to the report generator.

    You have the option to run a Report Summary or a Detailed Report. Let us walk you through both.

    To run a Summary Report, make sure the Summary tab is selected:

    1. Click the From drop-down menu and select the date you wish this report to start.
    2. Proceed to select the date you want the report to end on from the To drop-down menu.
    3. Then, select the time interval from the drop-down menu. This could be hourly, weekly, or monthly.
    4. Finally, select which calls you would like to monitor, from ALL, Incoming or Outgoing from the drop-down menu.

    As you enter the corresponding information, data will appear within the table. If you would like the data to refresh on its own, from the auto-refresh drop-down menu, select the time frame you wish it to renew.

    To run a Detailed Report, make sure the Detailed tab is selected:

    1. Choose the date and time, the hours and minutes, you would like the report to start from. Each option has its own drop-down menus.
    2. Proceed to select the date and time you want the report to end from the drop-down menus associated with the respective areas.
    3. Finally, select which calls you would like to monitor from the Disposition drop-down menu. You can select one or multiple options including Answered, Missed, Rejected, and Cancelled.

    As you enter the corresponding information, data will appear within the table. If you would like the data to refresh on its own, from the auto-refresh drop-down menu, select the time frame you wish it to renew.

    Adding a Contact

    On the Salesforce tab, click home. Under create contacts, click the add contact button:

    1. By default, the following fields will appear for a new contact or lead input:
    1. Name
    2. Phone Number

    Please Note: The Name field is a mandatory field within the Adding a Contact window. There are additional fields such as emails, events, and websites that you are able to input user information.

    1. When complete, click on the Create button to save. The new contact will immediately be added to SalesForce.

    Please Note: When creating or editing contacts directly within the application but outside the Call Log window, it is important to know that proper synchronization may take 12 to 24 hours.

    Adding Activities

    You can add Case, Tasks, or Search via the Home icon in the Contacts Dialog box. These items are known as Activities and are a highly effective way to keep updated information on contacts. For this tutorial, we will be adding a task to this contact.

    1. The first step is to make sure you are at the home screen, by clicking on the Home icon.
    2. Make sure it is the contact you wish to use.
    3. Then, click on the Tasks tab in the Activity box. A dialog box will appear. 
    1. If the application recognizes the phone number, the name will display the Call Log window. In instances where there are various matches to the telephone number, the drop-down menu allows you to make the appropriate contract selection before saving the note to the application.
    2. Once the window appears, you have a few commonly required fields (additional fields can be added).
      1. Name – This field is used for inputting the contact information
      2. Related To – This is field is used to tie related accounts together if necessary.
      3. Comments- This field allows you to add additional notes about the call or contact.
      4. Subject – This is used for internal use only and will be located in the activity record of the contact.
      5. Status – This field allows you to state whether the task is not started, in progress, deferred, or completed.
      6. Due Date
    3. Once finished, click Create, your task will now be saved for this contact.

    Please Note: The Call Activity window updates will be saved to Vonage and Salesforce automatically.