Set Up Vonage Contact Center Integration

After setup is complete, Authenticx can:

1. Authenticate to Vonage using OAuth 2.0 client credentials
2. Retrieve user and interaction data from your VCC account
3. Download available call recording content for eligible interactions
4. Ingest those recordings for analysis

How The Integration Works

Authenticx connects to Vonage Contact Center using API credentials you provide. We use those credentials to authenticate with Vonage, retrieve user and interaction data, and download available call recording content for ingestion.

Authenticx can ingest only interactions for which Vonage makes call recording content available through the Interaction Content API.

Before You Begin

Make sure your team has all of the following:

1. An admin user who can access the VCC Admin Portal
2. Access to the API Credentials section of the Admin Portal
   If that section is missing, contact Vonage support to have it enabled.
3. Your Vonage Contact Center region: nam (United States), emea, or apac
4. Confirmation that:
   • call recording is enabled for the interactions you want Authenticx to analyze, and
   • recording content for those interactions is available through Vonage’s Interaction Content API

Important

Authenticx can only ingest recordings that are accessible through Vonage’s Interaction Content API.

Step 1: Log In To The VCC Admin Portal

Log in to your Vonage Contact Center Admin Portal using your admin user account.

Step 2: Open API Credentials

In the Admin Portal, navigate to the API Credentials section.

If you do not see an API Credentials menu option, contact Vonage support and request that it be enabled for your account before continuing.

Step 3: Create A New API Credential

1. Click Create New
2. Enter a name for the credential, such as Authenticx Integration
3. Add the following three scopes exactly as written:
   • interaction-content:read
     • required to access interaction content, including call recordings where available
   • users:read
     • required to retrieve user data
   • stats
     • required to retrieve Insights Stats data such as interactions, queues, and agents
4. Save the credential

Note: All three scopes are required. The integration will not function correctly if any of them are missing.

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Important: User-Level Permissions for the Interaction Content API

Vonage's Interaction Content API uses user-level API credentials. This means the bearer token generated from your credentials reflects the feature permissions of the user account that created them.

Even with the correct interaction-content:read scope, the API will only return content that the credential-owning user is permitted to access in VCC. To ensure Authenticx can retrieve recordings across all relevant interactions, the user account used to create these credentials must have the following VCC feature permissions configured:

View inbound interaction content — set to Yes View outbound interaction content — set to Yes Access groups of users' content (overrides line permissions) — set to Yes

If these permissions are not enabled, authentication will succeed but recordings may be silently missing or incomplete.

To configure these permissions, go to the feature permissions settings for the user in the VCC Admin Portal, or contact your Vonage account team for assistance.

Step 4: Copy Your Credentials Immediately

After saving, copy both values right away:

1. client_id
2. client_secret

Vonage does not allow you to retrieve the client secret after you leave this screen. If you lose it, you will need to create new credentials.

Step 5: Send Your Credentials To Authenticx

Send the following to your Authenticx implementation team through a secure channel:

1. client_id
2. client_secret
3. Your VCC region: nam, emea, or apac

Using Existing API Credentials?

If you already have API credentials in your VCC account, you can reuse them instead of creating new ones. Confirm that all three required scopes are present on the existing credential before sending it to Authenticx:

• interaction-content:read
• users:read
• stats

Also confirm that the user account associated with those credentials has the required VCC feature permissions described in Step 3.

Step 6: Confirm Recording Availability

Before your integration goes live, confirm that:

1. Call recording is enabled for the interactions you want Authenticx to analyze
2. Recording content for those interactions is available through Vonage’s Interaction Content API

If recordings are missing or unavailable through the API for expected interactions, contact your Vonage account team to verify your recording and API configuration.

What Authenticx Will Configure

Authenticx will configure the integration to:

1. Authenticate to Vonage Contact Center using your credentials
2. Retrieve user data and interaction-related account data from your VCC environment
3. Download and ingest available call recording content for eligible interactions

Customer Handoff Checklist

Use this checklist before submitting your setup details to Authenticx:

1. I have an admin user with access to the VCC Admin Portal
2. I have confirmed that API Credentials is available in my portal
3. I created a new API credential named for this integration, or confirmed an existing one has all three required scopes
4. I added the interaction-content:read, users:read, and stats scopes
5. I copied the client_id and client_secret immediately after saving
6. I know my VCC region (nam, emea, or apac)
7. I have confirmed that call recording is enabled for the interactions I want ingested
8. I have confirmed that the user account that created the API credentials has View inbound interaction content, View outbound interaction content, and Access groups of users' content set to Yes in VCC feature permissions
9. I have confirmed that recording content for those interactions is available through Vonage’s Interaction Content API