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    Vonage Contact Center (formerly NewVoiceMedia)
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    Vonage Contact Center (formerly NewVoiceMedia)

    • 1 minute read
    • Contributors
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    Article summary

    Before you begin

    Make sure you complete the following steps in Vonage Contact Center (formerly NewVoiceMedia) before enabling the integration:

    1. Verify in your Vonage account whether you can create API credentials. If you can, you'll see a section in the VCC portal called API Credentials. If you can't, ask your Vonage CSM / support team to enable it for you.

    2. Ask your Vonage CSM / support team whether your account has access to the following API endpoints: Interaction Content API and User Admin API. If these endpoints aren't enabled for your account, request that they enable them. You must approach Vonage's provisioning team to make sure these are accessible from their API for the interaction to work.

      Important

      The Vonage scopes that Gong requires for the relevant API credentials are users : read and interaction-content : read.

      users : read gives read access to interactions returned by about User Admin API

      interaction-content : read gives read access to interactions returned by the Conversation Analyzer API

    3. Ask your Vonage admin to give you the Vonage Client ID, Client secret, and Region.

    4. Make sure calls are set to be recorded in Vonage before integrating Vonage in Gong.

    You can now proceed with the integration in Gong.

    Set up

    1. Import users and set them to record before integrating Vonage Contact Center.

    2. Click Company settings > Data capture > Telephony systems.

    3. Click + Add telephony system.

    4. Select Vonage Contact.

    5. Enter the Client ID.

    6. Enter the Client Secret.

    7. Enter the Region.

    8. Click CONNECT.

    Supported dialer features

    This table lists how different features are supported. See Supported dialer features for more details of each feature.

    Feature

    Description

    Supported

    Additional call types

    In addition to regular calls, imports:  

    • Short calls (under 30 seconds)

    • Call attempts

    • Non-recorded calls

    No

    Call disposition

    Imports the call outcome

    No

    Purpose

    Imports the call purpose

    No

    Call direction

    Indicates whether the call is inbound or outbound

    Yes

    Import past calls

    When setting up the integration, automatically imports the last 90 days of calls

    Yes

    Voicemail

    Imports voicemail message as a recording

    No

    User matching

    The field in the call used to match the Gong user to the dialer user

    Email

    Speaker experience

    Indicates if the call is recorded using stereo or mono

    Configured by customer (mono or stereo)

    Must be connected through a CRM

    Some systems must be connected through a CRM in order to make a call

    No

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