Set up in Vonage
Make sure you complete the following steps in Vonage Contact Center (formerly NewVoiceMedia) before enabling the integration:
Log into Vonage with an admin user that has permissions to create API credentials.
In the VCC portal click API Credentials. If this option isn’t available, ask your Vonage CSM / support team to enable it for you.
Create API credentials with read access to the interaction content and user admin API endpoints. The user can also have write access, but this is not required for the integration. Contact your Vonage CSM or Vonage support if the user you logged in with doesn’t have read access to the API endpoints and can’t create the API credentials.
Make a note of the Vonage Client ID, Client secret, and Region. You’ll need this when setting up the integration in Gong.
Make sure calls are set to be recorded in Vonage.
You can now proceed with the integration in Gong.
Set up in Gong
Import users and set them to record before integrating Vonage Contact Center.
Click Company settings > Data capture > Telephony systems.
Click + Add telephony system.
Select Vonage Contact.
Enter the Client ID.
Enter the Client Secret.
Enter the Region.
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:
| 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 | |
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 |