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Vonage Integration Suite (VGIS) Config Portal

Updated: 3/19/2025 3:55 PM

Administrators use the Config Portal to manage their productivity tools and account users on the Vonage Integration Suite (VGIS) platform. This includes Call/SMS activity, custom layouts and resources, and reports. Additionally, Configuration Tools control settings account-wide or per-user, sync contacts, and more.  

Likewise, your users can manage settings for their integrations in the portal as outlined in the documentation for their platform: Web (UK or AU), Desktop (UK or AU), or Mobile (UK or AU).

You can access the portal directly or from within the VGIS panel:

Direct Link:Click Config Portal.
VGIS Panel:Click the blue Person (Avatar) icon and then the Config Portal icon.
Navigate the Config Portal

You can use the left panel to navigate the portal which consists of two primary sections: Account Management and Reports. 

Account ManagementMy AccountProvides a complete view and access to your integrations and users.
 
  • The upper portion is used to apply settings for your productivity tools. 
    See Manage Your Integrations for details.
  • The lower portion provides a quick view and access to your users. You can also click Users to see this panel only.
Users Provides a view of your account users only, where you can add, manage, and remove users as needed. This includes user roles, activation codes, and more.

See Manage Your Users.
 
ReportsEvent SummarySummarizes account activity for the duration you specify. You can also choose to view by a specific user.

See View Reports.
Event DetailsDrills down to additional details on events captured. This is also available for a specific user.

See View Reports.
Manage Your Integrations

The following outlines how to manage and apply settings for your integrations hosted on the VGIS platform. 

Multiple Integrations? If your User Integration section lists multiple integrations and you want to change the display order, click Manage User Integrations, use the Up/Down Arrow icons to move, then click Save. 

Enable Call/SMS Activity Settings

These settings automatically log incoming and outgoing calls and SMS communications in your productivity tool.

  1. Click on My Account, then go to the User Integration section.
  2. Click on the integration name (to the left of the Hamburger).
  3. Choose to enable Call Auto-activity Settings and/or SMS Auto-activity Settings, then apply options. 
     
    Contact Activity SettingsResource typesSelect the activity type(s) to use for these settings.
    Skip internal callsMark activity types to exclude from automatically logging. 

    For example, skip when multiple contacts are found. 
    Skip zero duration calls
    Skip when no contact was found
    Skip when multiple contacts are found
    Try to Associate with Contact's Matter
    (Clio Only)    		Auto-log calls from saved contacts who are linked to a matter.
    Default Subject

    Displays the format used to describe the subject of your activity. Values are predefined but you can customize as needed.

    Default Call descriptionDisplays the format used for the comment for your activity. Values are predefined but you can customize as needed.
     
    SMS Activity SettingsResource TypeSelect the activity type(s) to use for these settings.
    Skip internal smsMark activity types to exclude from automatically logging. 

    For example, skip when multiple contacts are found. 
    Skip when no contact is found
    Default SMS SubjectDisplays the format used to describe the subject of your activity. Values are predefined but you can customize as needed.
    Default SMS descriptionDisplays the format used for the subject of your activity. Values are predefined but you can customize as needed.
     
    Call & SMS Activity SettingEmail Notifications for lost CRM sessionsNotify the user by email if signed out of the session.
  4. Click Save.
Unlock Custom Resources

Custom Admins can unlock Custom Resources from the Integration Resources panel within the portal. These extended resources provide access to ALL fields in an integration, instead of just a few pre-configured resources.

IMPORTANT:  Certain Custom Resources can cause errors for your users if they do not have access (permissions) to that field. Work with your CRM Administrator if you are not familiar with the roles/permissions of your users.

  1. Click on My Account, then go to the User Integration section. 
  2. Click on the Hamburger icon for the integration you want to manage.
  3. Select your name in the View as User popup box.
  4. Choose the desired Integration Resources, then click Save.

    Changes are automatically applied to all users on the account.
     
    For Contacts
    1. Select the items to display.
    2. Turn on Auto Sync if you to automatically sync with phone numbers. 
    For ActivitiesChoose the items users can display as tabs in their Contact Activity window (specifically on their Home page).
Set Custom Layouts

Customer Admins can customize the Contact Activity window for their users by creating custom layouts. These layouts let Admins hide, show, or order fields in integrations to allow quicker access to what is needed.

IMPORTANT:  If the Layout Builder is not set up correctly, an error can occur when a user attempts to save their work activity in the VGIS. We advise that you work with your CRM Administrator if you are not familiar with the roles/permissions of your users.

Create Layout
  1. Click My Account and go to the User Integrations section.
  2. Locate the integration you want to modify, click on the Hamburger, then the Wrench icon. 
  3. Select your name in the View as User popup box.
  4. Go to Resource Type and select the object you want to modify. For example, a Case, Lead, or Task are objects.
  5. Scroll to the bottom and click SHOW ALL to list all available fields.

    Any field/item preceded by the Up/Down Arrows icon can be arranged. If an item has a Settings icon, you can further define the use of that field.
     
    Exclude To remove certain fields, click and drag the Up/Down Arrows icon and move to Excluded Fields (left side). 
    ReorderTo change the display of fields, click and drag the Up/Down Arrow icons up or down.
  6. Go to Layout Name (bottom) and specify a name for your layout. 
  7. Click CREATE  for new or UPDATE to modify.
Test / Apply Layout
  1. Open the VGIS Panel.
  2. Open a Contact Activity window, then click on the Custom Layout menu (bottom center) to select the one you want to test. 
  3. Verify your layout and if correct, inform users of availability.

    Otherwise, return to the Layout Builder to UPDATE or DELETE.
Use Configuration Tools

The Configuration Tools section offers several options to manage your integrations. Some of these, such as Account User Features and Auto Pop options can be applied account-wide or per user.

NOTE: User settings always override account-level settings however, Admins can lock a feature to prevent management by their users.

Available Configuration Tools Options
Account User FeaturesLets you enable/disable the following features account-wide or per user.
 
  • Click to Connect
  • Dial Prompt
  • SMS Messaging
  • Call Recordings
  • Voicemails
  • Meetings
  • Web Launcher
  • Dial Prefix
  • Call History
  • Fast Dial
  • Call Notes
  • Disable all desktop notifications
  • Auto confirm outbound Click to Dial
Users Auto Pop ManagerLets you set up rules account-wide or per user that specify how automatic pop-ups are handled when an Inbound, Outbound, or Internal event (Call, SMS, or Voicemail) is received.
Synchronize ContactsEnables you to perform a Partial Sync or Full Sync of contacts.

IMPORTANT: A full sync pauses contact lookup and takes quite some time. It is recommended you apply a full sync after hours. 
Personal ConferencesLets you add details for your or your user's conference tools, such as Vonage Meetings.

See Set Up Personal Conferences for details. 
ContactPad CTI 
 		Lets your users start a Vonage Meeting directly from the ContactPad and invite users through an SMS message.

NOTE: This option is visible to VBC ContactPad users only.
Other OptionsOther services are available to set Push Notifications, Resend Welcome Emails, and Activation Codes. 

See Manage Your Users for more details. 
Apply Options Account-Wide or Per User
Account-Wide
  1. Click My Account, then click Configuration Tools.
  2. Enable or disable available features.
  3. Click the Lock icon to prevent the management of certain features by your users.  
  4. Click Save. 
Per User
  1. Click My Account, then click Users. 
  2. Click on a user's name to display their features.
  3. Enable or disable available as applicable.
  4. Click the Lock icon to prevent the management of certain features by your users.
  5. Click Save. 

NOTE: Click Reset to Default to return options to the default values.

Set Up Personal Conferences

Set up meeting tools such as Vonage Meetings for yourself or your users. Your conference bridge details are required to set up.

  1. Choose to set up for yourself or your users:
     
    For Your Users 
    1. Click My Account, then Users.
    2. Click a user name then go to Configuration Tools (on right) and click Personals Conferences. 
    For Yourself
    1. Click on your user name (top right) and select My User.
    2. Go to Configuration Tools and click Personals Conferences. 
  2. Click + ADD NEW. 
  3. Add the bridge information.
     
    FieldAction
    NAMEEnter the name of the Conference Service (Vonage Meetings, Chime, and so forth). 
    ADD PHONE NUMBER / PINEnter the phone number you must dial to join the conference and the PIN/Meeting ID.
    ADD VIDEO LINKEnter the URL link to your conference bridge. 
    ADD SIP URIEnter the VH ID of the SIP URI. Some conference systems have a SIP URL or IP address that is used to join, such as some Polycom conference systems. 
    ADD LINKIf your conference solution has a link for instructions to join, enter that information here. 
Manage Your Users
  1. Click on My Account, then Users.
  2. Click + Create User to add a new user and apply attributes or click on an existing user's name to modify the following attributes:
     
    View Account InfoView Account Name and Status (top of User Settings page).
    Update Contact Info
    • Click the Pencil icon to update the user’s First Name, Last Name, Email, or Contact Number.
    • Click Disable to remove the user’s access to VGIS.

      NOTE: This disables user access to VGIS only, not the Vonage User.
    Assign User RolesClick the Shield icon to change the User Role. A user can have multiple roles that include:
     
    • Account User (AU)
    • Customer Admin (CA)
    • End User (EU)
    • SMS (SM)
    • SMS Readonly (SR) 
    View Activation CodeHighlight the Activation Code to manually send it to a user.

    Tip! Use the Resend Welcome Email option to send the activation code with setup instructions to new users.
    Add Service ProviderClick the Cog icon to update the Service Provider settings (UCP Username).
    Manage IntegrationsClick the Integration icon (such as Bullhorn or Google) to manage user integration settings (such as Call / SMS Auto-Activity).
    Review Call DetailsView Call Details (Date, State, Duration, Number, and Contact) which is listed at the bottom of the Users page.
    Manage User FeaturesGo to Configuration Tools to manage available features per user.

    See Manage Your Integrations > Use Configuration Tools.
    Auto Pop ManagerGo to Configuration Tools to manage Auto Pop options per user. 

    See Manage Your Integrations > Use Configuration Tools.
    Push NotificationsSend a message by notification to a selected user (SU and Customer Admins only). The message appears in the Desktop App for the user.   

    To send, enter a Title and Message, then click Submit.
    Resend Welcome EmailClick Resend Welcome Email to provide the user with their Activation Code and additional setup information. You can add a message if desired.
View Reports
Event Summary
  1. Click Reports then Events Summary.
  2. Use search criteria to customize your results:
     
    DirectionSelect the activity you want to capture:
     
    • All
    • Outbound
    • Inbound
    IntervalSelect the frequency you want to use:
     
    • Daily
    • Hourly
    • Weekly
    • Monthly
    Auto FreshSelect how often you want the data refreshed:
     
    • Off
    • 5 minutes
    • 10 minutes
    • 30 minutes
    • Hourly
    FromDateClick the Calendar icon to select a start date for your capture.
    TimeClick the Clock icon to select the hour/minutes to begin the capture.
    ToDate Click the Calendar icon to select a stop date for your capture.
    TimeClick the Clock icon to select the hour/minutes to end the capture.
    UsersType a name(s) to obtain results for specific account users. 
  3. Choose to review details by Users or Intervals. You can switch between these options as needed. 
Event Details
  1. Click Reports then Events Details.
  2. Use search criteria to customize your results:
     
    DirectionSelect what activity to capture:
     
    • All
    • Outbound
    • Inbound
    TypesSelect the kind you want to collect, where you can mark one or more options:
     
    • Calls
    • SMS
    • Voicemail
    DispositionSelect the results you want to collect:
     
    • Answered
    • Cancelled
    • Delivered
    • Missed
    • Rejected
    Auto FreshSelect how often you want the data refreshed:
     
    • Off
    • 5 minutes
    • 10 minutes
    • 30 minutes
    • Hourly
    FromDateClick the Calendar icon to select a start the capture.
    TimeClick the Clock icon to select the hour/minutes to begin the capture.
    ToDate Click the Calendar icon to select when to stop the capture.
    TimeClick the Clock icon to select the hour/minutes to end the capture.
    RouteChoose Internal, External, or both.
    UsersType a name(s) to obtain results for specific account users. 
  3. Choose to review details by Users or Intervals. You can switch between these options as needed. 
Troubleshoot Issues
IssueAction
Sign In / Provisioning Issues
  1. Verify a license is assigned to the user's extension.

    See Vonage Integration Suite (VGIS) Setup to assign licenses.
  2. Confirm the user is using the correct VBC credentials or Activation Code to sign in to the platform.

    To resend the Activation Code or Welcome Email, see Manage Your Users.
Auto-Activity Behavior
(SugarCRM)		Most integrations include a Status field in their objects, which is generally used for auto-activity. By default, VGIS searches for a default Status from the CRM; if not found, it seeks a Completed status, which is the most common choice for this field.

For Vonage for SugarCRM, it is impossible to target the completed status, so in this case, for Calls, the recommendation is to set the default to Completed so that users are not notified by Sugar of calls that have taken place.
Calls or SMS activity are listed in VBC Admin reports but not logged in the CRMConfirm Calls/SMS Auto-activity is enabled.

See Manage Your Integrations > Enable Call/SMS Activity Settings.
Calls listed in VBC Admin Reports do not appear in VGIS ReportsConfirm that the user was signed in to VGIS during the specified intervals. This issue can also result from the following:
 
  • A delay in the call propagation in VGIS. Wait up to 24 hours for the calls to display.
  • The user has multiple extensions but is not logged in to the same extension on both platforms. 
Canceled Calls appear in VGIS reports but not VBC Admin Portal reportsAny call that is initiated by Click to Connect and canceled before delivery appears as a canceled call in VGIS reports. These canceled calls do not appear in VBC Admin Portal reports, so if you compare the two, you may see a difference in results.
Account has close to greater than one million or greater CRM contacts; user cannot searchReach out to us for assistance with this issue.
 

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