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Vonage Contact Center (formerly NewVoiceMedia)

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Naomi Papoushado
  • Updated

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. If you contact Vonage CSM or support regarding enabling the Gong integration, let them know that that's your goal!

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

  5. 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. In the Settings page, click 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.