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Vonage Integration Suite (VGIS) - Desktop

Updated: 4/19/2024 12:22 AM

VGIS Desktop seamlessly combines your productivity tools with our business services allowing you to easily manage activities related to your contacts directly in the VBC Desktop App. 

Administrators can manage overall account-wide settings for the integrations in the Web Portal.

Supported productivity tools include Salesforce, Bullhorn, G Suite, SugarCRM, HubSpot, Microsoft 365, Zendesk, and NetSuite (Coming Soon!).

NOTE: If you are using the Web Browser Extension, see Vonage Integration Suite (VGIS) - Web. 

Order Licenses and Apply Settings (Admins Only)
  1. Identify the users who require a license for your productivity tool.
  2. Contact us at 1300 10 81 84 to place your order.

    Customer Support will add the requested licenses and assign to your users. 
  3. Apply domain/configuration settings for Microsoft 365 or NetSuite (coming soon). These instructions are not applicable to other productivity tools.
Administrator Configuration for NetSuite, JobDiva and Microsoft 365
IMPORTANT: NetSuite Admins, JobDiva Admins and Microsoft 365 Admins must perform some additional steps as follows before their users can download and register VGIS.
 
Apply Configuration Settings (NetSuite Admins Only)

Before your licensed users can sign in, some additional setup is required as follows:

NOTE: You may also want to view our Video Tutorial or our Instructional Guide which includes useful images.

Step 1: Enable Account Features
  1. Click Setup > Company > Enable Features.
  2. Click the Suite Cloud tab and enable applicable settings:

    Client Script
    ServerScript
    Token - Based Authentication
  3. Click Save Changes.
Step 2: Retrieve Account Number
  1. Click Support, then go to SuiteAnswers. 
  2. Click Contact Us by Phone. The NetSuite Account Number is listed in the new window. 
  3. Send or provide users with Account Number as this is needed when they register NetSuite. 
Step 3: Update or Create New User Role 

Your users must have a Custom role and if not, one must be created. 

NOTE: You can customize a role but you cannot change permissions for Standard roles. 

  1. Go to Setup > User / Roles > Manage Roles.
  2. Identify the role and click Edit.
  3. Go to Permissions > Lists.
  4. Add or enable the following permissions:
     
    CustomersFULL
    ContactsFULL
    Phone CallsFULL
    VendorsFULL
    PartnersFULL
    CompaniesFULL
    Other NamesFULL
    NotesFULL
    CasesFULL
  5. Go to Permissions > Setup. 
  6. Add or enable the following:

    Login Using Access Tokens
    User Access Tokens
    Set Up Web Services
Step 4: Search and Install Vonage for NetSuite Bundle
  1. Go to Customization > SuiteBundler.
  2. Enter Vonage for NetSuite in the Search field.
  3. Click Vonage for NetSuite Bundle and then click Install.

    A green checkmark appears under the Status column when the installation is complete, which can take up to 30 minutes. 
Step 5: Enable User Authentication
  1. Sign in to NetSuite with your Admin credentials.
  2. Search for Two Factor and select. The Two Factor Reset Tool is displayed.
  3. Enter the user login email address and click Reset (and repeat for each licensed user). 
  4. Inform your NetSuite users that they must complete authentication as described in Access Your Productivity Tool.  
JobDiva Configuration for Vonage Integration Suite

The JobDiva Administrator must complete the following steps before users can authenticate with JobDiva.

  1. Send an email to support@jobdiva.com to request your Client ID or Team Id.

    NOTE: Instruct your users to use this code every time they authenticate with JobDiva through the Vonage Integration Suite.
  2. Create a JobDiva user with API access within JobDiva.
     
    • This user cannot login to the JobDiva interface.
    • This user accesses the JobDiva APIs in the background on behalf of your users.
    • An API Username/password can be created in JobDiva by a Diversant Team Leader under Settings/My Team/Add User; this is a regular User account, with the User Permission to access the API.
  3. Set up the API user in VGIS:
     
    1. Click Vonage Integration Suite extension.
    2. Click My Account; the config portal opens.
    3. Click on the circle inside the JobDiva rectangle, select JobDiva API user and then Link Now when prompted.
    4. Login as the JobDiva API user.

Once complete, your users can authenticate with their regular JobDiva credentials.

Allow Additional Domain Access (Microsoft 365 Admins Only)

Step 1: Sign in to the Microsoft portal.
Step 2: Click Accept. Close window if a blank page appears. 
Step 3: Inform your users that they can as described in Access Your Productivity Tool.

Access Your Productivity Tool

All users sign in/out of their productivity tools in the same manner but NetSuite users have some additional steps they must complete before doing so initially. 

All Users Except NetSuite
Sign In
  1. Sign in to the Desktop App.
  2. Go to My Apps (left panel) and click your productivity tool. 
  3. Sign in to your productivity tool using your credentials for that tool.

    Zendesk Users Only: On Sign In, you must specify the Subdomain. This field is optional for all other productivity tools. 
Sign Out
  1. Go to My Apps (left panel) and click your productivity tool.
  2. Click on your user name and select Log Out from the menu.
 
NetSuite Users Only (Coming Soon!)
Reset Authentication for Your Account

Once your Administrator has enabled theTwo-Factor Authenticator and notified you (by email or text token), you must reset for your account before you sign in. 

  1. Download the Authenticator to your Chrome browser.
  2. Sign out of NetSuite.
  3. Sign back into NetSuite using Two-Factor validation process (email or text token).
  4. Set up the Authenticator Chrome extension to create a token as follows:
     
    1. Mark Authentication app, then click Next. 
    2. Click on the - (minus) or + (plus) icon in the Authenticator browser extension to add NetSuite as a resource.
    3. Highlight QR Code on the NetSuite page. Browser extension registers and generates a code. 
    4. Enter the generated code under Verify that your configuration is set up successfully (Step 3) and then click Next.
    5. Mark SMS or phone call and then click Next.
    6. Enter the phone number, select how to receive the verification code, then enter the code you receive under Verify that your configuration is set up successfully (Step 3) and then click Next. 
    7. Save the list of backup codes presented. 
  5. Sign In/Sign Out of NetSuite.
Sign In to NetSuite
Sign In
  1. Sign in to the Desktop App.
  2. Go to My Apps (left panel) and click on Netsuite.
  3. Click Login to NetSuite.
  4. Enter NetSuite credentials and account information:
     
    Account IDEnter the account number and if unknown, ask your Administrator.
    UsernameSpecify your NetSuite user name. 
    PasswordSpecify your NetSuite password.
    Verification CodeEnter the authentication code you generated. 
Sign Out
  1. Go to My Apps (left panel) and click your productivity tool.
  2. Click on your user name and select Log Out from the menu.
​​​​​​
Manage Calls and Activities
Make and Receive Calls
Place a Call
Dialer
  1. Click Dialer icon (bottom left).
  2. Enter the phone number, then click the green Phone icon. The In-Call screen is displayed.
  3. Click the red Phone icon to end a call.
+ New
  1. Click + New icon (top left), then choose New Call.
  2. Enter the phone number, then click the green Phone icon. The In-Call screen is displayed.
  3. Click the red Phone icon to end a call.
Calls (Call History)
  1. Hover over the phone number, then click the Phone icon. The In-Call screen is displayed.
  2. Click the red Phone icon to end a call.
Receive a Call
  • Shows caller information (first and last name) and other details if known.
  • Click Mute and Minimize Call to ignore. 
  • Click green Phone icon to answer. In-Call screen is displayed.
  • Click the red Phone icon to hang up an active call.
Manage Activities
Create / Update Activity
In-Call
  1. Click My Apps (upper left).
  2. Click on your productivity tool. 
  3. Modify activity as needed. 
  4. Click Create or Update as applicable.
Calls (Call History)
  1. Click Calls and highlight a contact. 
  2. Click on your productivity tool (on right next to Info).
  3. Modify activity as needed. 
  4. Click Create or Update as applicable.
App Home
  1. Click on your productivity tool. 
  2. Click on tabs to filter by activity type and time span.
  3. Hover over an activity, then click the Pencil icon.
  4. Modify activity as needed. 
  5. Click Create or Update as applicable.

View Activity in Productivity Tool
 
  1. Hover over a saved activity In-Call, Call History, or App Home screen.
  2. Click the Pop Out icon (next to the Pencil icon) to view logs.

    NOTE: If you updated an activity in your productivity tool, it is not automatically updated in VGIS Desktop. To view these changes, navigate back to the Activity and click on the Pencil icon. The changes are then visible and further edits can be applied, if needed. 
Apply a Custom LayoutYour Administrator can customize the view of your activity window by creating custom layouts. To apply:
 
  1. Open Activity window from the In-Call, Call History, or App Home screen.
  2. Click Layout (next to Create / Update) if available. 
Use the Web Portal (Admins Only)
Access the Portal Dashboard
  1. Sign in directly or access from VGIS Panel:
     
    Direct LinkClick Web Portal.
    VGIS Panel
    1. Click the V icon next to your address bar to open the VGIS Panel.
    2. Click the blue Person (Avatar) icon and then click the Web Portal icon.  
  2. Manage options:
     
    Account Management
    My Account
    • Edit account name/organization.
    • Update service providers.
    • Synchronize contacts (right panel)

      IMPORTANT: A full sync pauses contact lookup and takes quite some time. It is recommended you apply a full sync after hours. 
    • Enable/disable popup for internal calls and/or log of internal calls.
    • Manage User Integrations as follows:
       
    Users
    • Perform a quick search for a user.
    • Click + Create User to add a user
    • Click a user to update or set information for the individual:
       
      • Click the Edit icon (next to name) to update contact information.
      • Click the Sheild icon (next to status) to set user roles: Account User, Customer Admin, End User.
      • Obtain their unique Activation Code. 
      • Add or update Service Provider.
      • Resend Welcome Email (right panel).
      • Set up a personal conference (right panel)
      • Review call details records (bottom)
    Reports
    Calls SummaryView a summary of all calls for the duration you specify.
    Call Detail RecordsView call details of all call you answered or placed for the duration you specify. 
    Calls SummaryView the account-wide call summary for the duration you specify. You can also choose to view by user.
    Call Details RecordsView the account-wide details for all call details for the duration you specify. You can also choose to view by user.
Set Up Personal Conferences

You can set up personal conferences for your users or yourself using preferred meeting tools such as Chime, Slack, Webex and so forth and more than one is allowed. Conferencing details are required to set up.

  1. Sign in to the Web Portal.
     
    For Your Users
    1. Click Users.
    2. Click on a user name.
    3. Go to Personal Conferences (on right) and click Gear icon.
    For Yourself
    1. Click on your user name (top right) and select My User. 
    2. Go to Personals Conferences (on right) and click Gear icon.
  2. Click + ADD NEW. 
  3. Add personal bridge information.
     
    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. Enter 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 they phones can join. We have this feature on the Polycom conference systems that are our conference rooms in Atlanta.
    ADD LINKIf your conferencing solution has a link to instructions, you would include that here. They appear smaller and in a light gray color in the Vonage for Slack integration.
  4. Click Save. 
Apply General Account Integration Settings

These account-wide settings applied by an Administrator for their account.

  1. Access Web Portal.
  2. Click on My Account, then go to User Integration section.
  3. Click on the actual integration name (not the Hamburger or Wrench icon).
  4. Choose to enable Call Auto-activity Settings and/or SMS Auto-activity Settings and apply options. 
     
    Call 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
    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 exclusions to auto log SMS activity types. 

    For example, skip when multiple contacts are found. 
    Skip when multiple contacts are 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.
     
    Account level AccessLeave as blank.
  5. Click Save.
Create Custom Layouts

Customer Admins can customize the view of the 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, it can result in an error when a user attempts to save their work activity in the Vonage Integration Suite (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. Sign in to the Web Portal.
  2. Click My Account and go to the User Integrations section (top center).
  3. Locate the integration you want to modify, then click on the Wrench icon. 
  4. Select your name in the View as User popup box.
  5. Go to Resource Type and select the object you want to modify. For example, a Case, Lead, or Task are objects.
  6. 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. 
     
    • To Exclude fields, click and drag the Up/Down Arrows icon and move to Excluded Fields (left side). 
    • To Reorder fields, click and drag the Up/Down Arrow icons up or down.
  7. Go to Layout Name (bottom) and specify a name for your layout. 
  8. Click CREATE if this is a new layout. Otherwise, click UPDATE.
Test / Apply Layout
  1. Sign in to the Web Portal.
  2. Open a Call 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 your users of availability. Otherwise, you can return to the Layout Builder to UPDATE or DELETE.
  4. Inform your users that a new custom layout is available. 
Unlock Custom Resources

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

IMPORTANT:  Unlocking certain Custom Resources can adversely affect users if the user does not have access (permissions) for that field. We advise that you work with your CRM Administrator if you are not familiar with the roles/permissions of your users.

  1. Sign in to the Web Portal.
  2. Click My Account and go to the User Integrations section (top center). 
  3. Locate the integration you want to modify, then click on the Hamburger icon. 
  4. Select your name in the View as User popup box.

    The Integration Resources panel first lists your Contacts followed by Activities.
     
    For Contacts
    1. Select the items to display.
    2. Turn on Auto Sync to if you want to automatically sync with phone numbers. 
    For ActivitiesChoose the items that the user can display as tabs in their Call Activity window (specifically on their Home page).

    Selections are saved automatically and applied to all users under the VGIS account.
Auto-Activity Behavior

Most CRMs include a Status field in the objects, most likely used for auto activities.  VGIS sets this field using the following method:

  • VGIS looks for a default Status from the CRM.  In the absence of this, the system will look for a Completed status.
  • If no such status exists, the system selects the first available status provided by the CRM.  In most CRM systems, this allows the CRM administrator to control the value by setting a default.  
  • In systems that don't support this, the "Completed" status is the most common choice for this field.

For Vonage for SugarCRM, it is not possible to target the completed status, so in that case, the Status will use the default settings in SugarCRM.  For Calls, it's recommended to set the default to Completed so that users will not get notified from Sugar regarding calls that have already taken place.

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