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VONAGE® INTEGRATION SUITE (VGIS) - WEB

Updated: 3/9/2023 1:47 PM

VGIS Web is a browser extension that seamlessly combines our business services
with your productivity tools allowing you to easily manage contacts, related
activities, reporting, and more. Some of our customers also use VGIS Web as
a CRM without linking any productivity tools.

Click to Connect lets you place a call or send an SMS message and is also
immediately available to you and present on the websites you visit if enabled.

Supported productivity tools include Salesforce, Bullhorn, G Suite, SugarCRM,
HubSpot, Office 365, Zendesk, Microsoft Dynamics, NetSuite, and JobDiva.

IMPORTANT NOTES:

* While Click to Connect includes SMS, SMS messaging is not supported outside
of the US.
* MS Dynamics will be available in locations outside of the US at a later
date.
* If you are using the Desktop App, see Vonage Integration Suite (VGIS) -
Desktop.

--------------------------------------------------------------------------------

ORDER AND ASSIGN LICENSES (ADMINS ONLY)

To add a productivity tool for use with VGIS Web, order the product for your
Vonage Business account, and assign licenses to your users.

ORDER LICENSES

1. Sign in to Admin Portal.
2. Click Store, then click Plugins.
3. Choose productivity tool, enter the number of licenses, then click Add.
4. Click Checkout, verify, and then click Submit.

ASSIGN LICENSES TO USERS

Once an order is placed, licenses are immediately available to assign to your
users. By default, licenses are randomly assigned to your extensions, so you may
need to move before you reassign.

1. Click Billing and then click Manage Services.
2. Hover over your productivity tool, then click the Magnifying Glass.
3. Review the number of services available and assign as applicable:

Move to Different Extension
1. Click the X icon next to the assigned extension to un-assign.
2. Click Select from Available Extensions and select the extension to
assign.

Assign to Available ExtensionClick Select from Available Extensions and
select the extension.

An email is sent to assigned users informing them to download and register
their browser extension.

IMPORTANT: NetSuite Admins, JobDiva Admins and Office 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 download and register VGIS, you must modify
NetSuite configuration settings and enable user authentication.

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:

CustomersFULLContactsFULLPhone
CallsFULLVendorsFULLPartnersFULLCompaniesFULLOther
NamesFULLNotesFULLCasesFULL

5. Go to Permissions > Setup.
6. Add or enable the following:

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 download and register the browser extension.

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 (OFFICE 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 download and register the browser
extension.

DOWNLOAD AND REGISTER BROWSER EXTENSION

To use VGIS, you must download and register the browser extension for your
productivity tool. With the exception of NetSuite users with 2-Factor
Authentication, the steps are the same regardless of your productivity tool.

ALL PRODUCTIVITY TOOLS EXCEPT NETSUITE WITH 2-FACTOR AUTHENTICATION

DOWNLOAD BROWSER EXTENSION

If...Then...Google
(V40.0
or higher)
1. Click
https://chrome.google.com/webstore/detail/ldionhpnclplifljglbnheejfmfhpaag.
2. Click Add to Chrome.
3. Click Add Extension when pop-up dialog requests permission to add.
4. Close confirmation window. Chrome adds a V icon next to your address bar.

Firefox
(V50.0
or higher)
1. Click https://addons.mozilla.org/en-US/firefox/addon/vgis/.
2. Click +Add to Firefox.
3. Click Add when pop-up dialog requests permission to add.
4. Click OK to confirm. Firefox adds a V icon next to your address bar.

Microsoft Edge
(Windows 10
or higher)
1. Click
https://microsoftedge.microsoft.com/addons/detail/vonage%C2%AE-integration-suite/fdlkmajgndidfmdedifmcoaddepaalkk
2. Click Get.
3. Click Launch.
4. Go to the menu on the right and click Turn it on. Microsoft Edge adds
a V icon displays next to your address bar.

Opera
1. https://addons.opera.com/en/extensions/details/vonage-integration-suite/
2. Click +Add to Opera.
3. Click OK to confirm. Opera adds a V icon next to your address bar.

IMPORTANT: You must enable desktop notifications to see screen pops on incoming
and outgoing calls. To do this, click OK when asked to Let
extenstions.gunify.vonage.com show notifications. You MUST keep the Vonage
Panel open to get screen pop notifications.

You must register VGIS to your account and sign in using your Vonage Business
credentials or an Activation Code.

If: Then:Business CredentialsIf you have Vonage Business credentials, such as
those for the Desktop or Mobile App or the Vonage Enterprise Portal or
MobileConnect App, you can use either to register.
1. Click the V icon (next to your browser address bar) to open the VGIS Panel.
2. Click SIGN IN.
3. Enter your Vonage Username and Password (used for Mobile app or Desktop app,
as applicable).
4. Click SIGN IN.

Activation CodeIf you do not have Vonage Business credentials, you must use the
Activation Code included in the email you received in the Welcome email you
received for the Vonage Integration Suite.
1. Click the V icon (next to your browser address bar) to open the VGIS Panel.
2. Go to Setup with code and click on SETUP.
3. Enter the Activation Code from your email and click SUBMIT.
4. Go to your CRM (such as Salesforce) and click SIGN IN.
5. Enter your credentials for your CRM, then follow prompts to allow access to
the integration.

MS DYNAMIC USERS ONLY: Once you sign in to VGIS, you are prompted to enter and
save the Custom Domain for your company before you sign in to MS Dynamics. The
Custom Domain is the URL/Domain displayed in your browser when you sign in to MS
Dynamics.

NETSUITE PRODUCTIVITY TOOL WITH 2-FACTOR AUTHENTICATION ONLY

You must reset authentication for your account before you download the VGIS
extension and register your account.

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 personal NetSuite account.

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.

DOWNLOAD BROWSER EXTENSION

Opera
1. https://addons.opera.com/en/extensions/details/vonage-integration-suite/
2. Click +Add to Opera.
3. Click OK to confirm. Opera adds a V icon next to your address bar.

You must register VGIS to your account and sign in using your Vonage Business
credentials or an Activation Code.

If: Then:Business CredentialsIf you have Vonage Business credentials, such as
those for the Desktop or Mobile App or the Vonage Enterprise Portal or
MobileConnect App, you can use either to register.
1. Click the V icon to open the VGIS Panel.
2. Sign in using your Vonage Business credentials for Vonage Desktop or Mobile
app.
3. Click NetSuite to register.
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.

Activation CodeIf you do not have Vonage Business credentials, you must use the
Activation Code included in the email you received in the Welcome email you
received for the Vonage Integration Suite.
1. Click the V icon (next to your browser address bar) to open the VGIS Panel.
2. Go to Setup with code and click on SETUP.
3. Enter the Activation Code from your email and click SUBMIT.
4. Click NetSuite to register.
5. Enter NetSuite credentials and account information:

MANAGE CALLS, SMS, AND CONTACTS (CONTACT ACTIVITY)

All calls/SMS messages you place or receive open a Contact Activity window that
lets you manage your contacts:

Salesforce Lightning Users Only: To use Click to Connect, you must also force
the detection of suppressed phone numbers. See VGIS Panel > Integrations > Click
to Connect.

MAKE AND RECEIVE CALLS/SMS

Place Call /
Send SMSYou can place a call or SMS as follows:

CLICK TO CONNECT

CallClick the Phone icon to place the call. The call is sent and rings your
Vonage phones.SMSClick the SMS icon, enter a message, then click the Arrow to
send.

VGIS PANEL

Contact History
1. Open the VGIS Panel.
2. Click Contact History icon.
3. Hover over an entry, then click on the Dial Pad icon.

Place CallClick the Phone icon to place a call to that contact.Place
SMSClick the SMS icon (next to Phone icon), enter a message, then click the
Arrow to send.

Contact ActivityClick on Phone icon or SMS icon (right). Dial Pad

The Dial Pad is available on all windows of the VGIS Panel.

1. Open the VGIS Panel.
2. Click on Dial Pad (lower right) of every screen.

Place CallSearch for or enter the phone number for contact, then click on
Phone iconPlace SMS
1. Search for or enter the phone number for contact.
2. Click on the SMS icon, enter a message, then click the Arrow to send.

Receive Call / SMS
* Answer incoming calls on your Vonage desk phone and apps. The Contact
Activity window is opened.
* Review SMS messages in Contact History or Contact Activity.

If you click the SMS icon in the Contact Activity or Contact History window,
the SMS page is opened in Vonage Desktop App.

MANAGE CONTACTS

Add / Edit ContactsAdd or edit contact information.

CONTACT ACTIVITY WINDOW

Save your contacts to the Contact Activity window to ensure they are available
in the CRM.

1. Click on the + icon to the right of the contact field name.
2. Enter or update First Name, Last Name, and Type.
3. Click CREATE or UPDATE CONTACT as applicable.

VGIS PANEL

Fast Dial
1. Open the VGIS Panel.
2. Click Star icon (top) to access Fast Dial.
3. Click on + Add New (top).
4. Enter or update Label (Name), Phone Number, and Type.
5. Click Save.

Contact History
1. Open the VGIS Panel.
2. Click Contact History.
3. Navigate to the phone number to add and click Star icon (on right). A popup
box is displayed.
4. Enter or update Label (Name), Phone Number, and Type.
5. Click Save.

Create / Update NotesAdd or edit notes.

CONTACT ACTIVITY WINDOW

* Click CREATE NEW NOTE (bottom right) to add a new one.
* Click on the Pencil icon in a note to edit the existing note.
* Double-click on the Note icon to view or update existing notes. The number
indicates how many notes there are for that contact.

VGIS PANEL

If you create a note in the VGIS Panel, it is not pushed to your CRM. Create
notes in the VGIS Panel only if you are not using a CRM.

1. Open the VGIS Panel.
2. Click Contact History icon.
3. Click on a call record.
4. Enter or update Subject and Description.
5. Click CREATE or UPDATE NOTE as applicable.

Open Related Websites
(Web Launcher)Click on the Link icon (lower left) to display and search
associated websites, if Web Launcher is enabled and set up for the
integration. Manage Activities Click on the Home icon to open a screen to manage
the contact:
* Create Contact shortcuts upon receiving an incoming call.
* Set up the activity types that open automatically.
* Display Activities (such as a Lead, Task, or Case) as tabs next to the Home
icon.
* Drag and drop a contact to an available resource type to automatically log
the necessary contact detail fields for that activity.
* Click on a custom layout (bottom) to apply. The layout defaults to the last
selected, even if it is not saved.

NAVIGATE AND USE VGIS PANEL

To open, click the V icon in the upper right corner of your browser next to the
address bar.

IconUseContact History
* Filter by missed, dialed, received, or rejected contacts.
* Click on a record to access the Contact Activity window.
* Hover over an entry, then click the Dial Pad icon to call that number.
* Click on the Voicemail icon to listen to messages.
* Click the SMS icon to open messages in the Vonage Desktop App.
* Click on the Person icon to see Contact History.
* Click on the Playback icon to listen to On Demand Call Recordings, if enabled
your account. This is available to Vonage Business Communications only.
* Click on the Star next to a call to log as a Fast Dial.

Fast Dial
* Lists your favorite contacts. The digit (upper right) indicates the number of
favorites.
* Includes "starred" contacts from Contact History.
* Click +Add New to enter a new favorite manually.
* Click Pencil icon next to an entry to edit details or delete the contact.

Integrations
* Shows your integrations and if signed in, a checkmark is present.
* Lists features that you can enable and disable for your integrations. Click
the ? (question mark) to obtain more information about that feature.

If a Gear icon is present, apply options as described under Settings (Global
Settings).

Click to Connect

Places a Phone and SMS icon next to phone numbers on supported web pages.
Click the Gear icon to set the following:

* Auto confirm Click to Dial (default device)
* Click to Connect Prompt
* Phone Number Detection Settings

NOTE: Salesforce Lightning users must force detection of suppressed phone
numbers.

See Settings (Global Settings) for instructions. SMS MessagingTurns on click
to send an SMS message. The SMS icon appears next the Phone icon on pages
where you can Click to Connect.

Your Admin must provide you permission before you can enable this feature.Web
Launcher

Add unique URLs that will launch a website and search based on the settings
you apply. You must be signed in to the website that you want to launch.

Click the Gear icon to set up your web launcher sites. See Settings (Global
Settings) for instructions.

Speech RecognitionUse voice to deliver Notes in Contact Activity, where
supported. Dial PrefixSet a prefix or any special code that is supported by
the service provider.

Example: [Caller ID Code]+**Contact HistoryShows all inbound and outbound
Call/SMS events received on your Vonage phone number. Fast DialEnables quick
access to phone numbers marked as favorites. Call NotesAdd notes to voice
calls in the Contact Activity window. To access, click on the call event item
in the Contact History.

AnnouncementsShows details about the latest VGIS releases.FeedbackRate your
experience and provide comments on your use of VGIS.Person (Avatar)

Web PortalSee Use the Web Portal for complete details.

CUSTOMER ADMINS

Customer Admins can manage settings for users that indicate how Contact Activity
is handled, provide user access to features, set rules for pop-ups, and obtain
account-wide call summary/call detail reports.

You can also create custom layouts and make custom resources available to users.

END USERS

End Users can view their profile and reports for call summary and call details.
You can also access Configuration Tools, where you can manage your access to
features, set rules for the pop-ups, set up personal conferences, and push
notifications.

ReportsLets you view the total number of calls you placed and
received.AccountView your account information. SettingsManage settings for your
account and window appearances.

GLOBAL SETTINGS

Disable Desktop NotificationsBlocks pop up notifications when a call or SMS
message is received. Auto Confirm Click to Dial (default device)Automatically
answers the incoming call that triggers the outbound call for Click to Connect.

If disabled, you must first answer the inbound call before the system places the
outbound call. Auto Pop ManagerLets you set up rules that specify how automatic
pop-ups are handled when an Inbound, Outbound or Internal event (Call, SMS, or
Voicemail) is received.
1. Select the Event, State, and Pop-Up type.
2. Click Save.

To test your auto pop rules:
1. Click Test (upper right).
2. Select the Type, State, Direction, and Phone Number.
3. Click Generate.

A test Call, SMS, or Voicemail is generated.

Synchronize ContactsClick to manually sync the contacts/entities between your
business application and VGIS.Web Launcher Sites

Lets you add unique URLs that will launch a website and search based on the
settings you apply. You must be signed in to the website that you want to
launch.

Click the Gear icon to set up your web launcher sites.

SET UP WEB LAUNCHER

1. Click Web Launcher Sites and then click ADD.
2. Enter a name for your query.
3. Specify the URL for the website and include a tag: Name, Direction, Phone
Number, Service Provider, Call Status. The tag is added next to the URL in
braces.
4. Click Validate to confirm the string you entered is valid.
5. Select when you want to open the website.
6. Mark to add a Links icon (lower left) in the Contact Activity window, so you
can access this feature directly from that window.
7. Click SAVE.

SAMPLE WEB LAUNCHER QUERIES

* Open Salesforce and search by incoming call:
https://cs51.salesforce.com/search/SearchResults?searchType=2&str={{phoneNumber}}
* Open LinkedIn and search by contact name:
https://www.linkedin.com/search/results/all/?keywords={{name}}
* Open Facebook and search by contact name:
https://www.facebook.com/search/top/?q={{name}}&epa=SEARCH_BOX

Click to Connect PromptUnmark this option to disable the confirmation pop up
that appears. This is enabled (marked) by default.Phone Number Detection
Settings
* Restrict display of Click to Connect -- Click to Connect can interfere with
some web pages. To restrict these pages from displaying Click to Connect,
click Add (upper right)
* Force detection on web pages where it is suppressed -- If enabled, web pages
that automatically suppress Click to Connect will display this feature.

NOTE: Salesforce Lightning users must enable this option.
* Include Possible Numbers -- Allow Click to Connect to appear next to numbers
that may be phone numbers.

WINDOW APPEARANCE

PanelSpecify a size for the VGIS Panel.ActivitySpecify a size for the Contact
Activity window. Auto close activity window on save (delay)Indicates how to
treat the Contact Activity window once actions are complete for a contact.Auto
close abandoned activity windows on Panel close (delay)Indicates how to treat
open Contact Activity windows when the VGIS Panel is closed.

AboutOpens the Vonage website.LogoutSign out of VGIS

Dial PadThe Dial Pad icon is available on each window of the VGIS Panel.

Place CallLets you initiate a call to a contact. Once initiated, your Vonage
Desktop softphone and any connected device will ring and VGIS screen pop
appears. Once the call is accepted, the call rings the destination number. Place
SMSSearch for phone number for contact, then click on SMS icon (next to Phone
icon).

USE THE WEB PORTAL

ACCESS THE PORTAL DASHBOARD

1. Sign in directly or access from VGIS Panel:

Direct link:Click 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

End UserMy User
* View and edit your profile information.
* Go to Configuration Tools (left) to your access to features, set rules
for the pop-ups, set up personal conferences, and manage push
notifications.

AdminMy AccountManage account options, where you can perform a search for a
user (top right) or click on your user name for quick access to options,
including signing out of the Web Portal.

There are three primary areas:

MANAGE ACCOUNT (CENTER)

* Edit account name/organization. Click Pencil icon.
* Update Service Providers. Click Settings icon.
* Manage User Integrations as follows

* Click on the integration name to manage account integration settings.
* Click on the Wrench icon to create custom layouts.
* Click on the Hamburger icon to unlock custom resources.

CONFIGURATION TOOLS (TOP RIGHT)

* Account User Features -- Click to enable and disable features
account-wide. You can also lock features to prevent users from changing
the setting. You can also manage these per user to override settings
applied account-wide.
* Users Auto Pop Manager -- Lets you set up rules that specify how
automatic pop-ups are handled when an Inbound, Outbound or Internal event
(Call, SMS, or Voicemail) is received.
* Synchronize Contacts -- Perform a full sync of contacts across all users
for the account.

IMPORTANT: A full sync pauses contact lookup and takes quite some time.
It is recommended you apply a full sync after hours.

ACCOUNT USERS (BOTTOM)

Click a user to update or set information for the individual
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.
* Apply Configuration Tools (right panel) options per user that
include User Features, Auto Pop Manager Settings, Personal Conferences,
Push Notifications, and Resend Welcome Email.

REPORTS

End UserCalls 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. AdminCalls 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

Set up personal conferences using preferred meeting tools such as Chime, Slack,
Webex, and so forth, and more than one tool is allowed. Conferencing details are
required to set up.

1. Access Web Portal.

End Users
1. Click My Account.
2. Go to Configuration Tools (on right) and then click Personals
Conferences.

Admins

For a User
1. Click Users.
2. Click on a user name.
3. Go to Configuration Tools (on right) and then click Personals
Conferences.

For Yourself
1. Click on your user name (top right) and select My User.
2. Go to Configuration Tools (on right) and then click Personals
Conferences.

2. Click + ADD NEW.
3. Add your personal bridge information.

FieldActionNameEnter 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.

4. Click Save.

APPLY GENERAL ACCOUNT INTEGRATION SETTINGS

Apply Contact Activity (Call and SMS) settings for all users across the
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.

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
callsSkip when no contact was foundSkip when multiple contacts are
foundDefault 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
foundDefault 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 (ADMINS ONLY)

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, 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. Access 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 for new or UPDATE to modify.

Test / Apply Layout
1. Access Web Portal.
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.
4. Inform users that a new layout is available.

UNLOCK CUSTOM RESOURCES (ADMINS ONLY)

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. Access 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
Contact 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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