Page Comparison

When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see NewVoiceMedia omni-channel solution.

What can I do with different types of interactions?

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• Live (such as a voice or video call)

  • Release
  • Hold and retrieve from hold
  • Consult and transfer

  You can perform these interactions using ContactPad in the usual way, that is, without multi-interaction routing. For information about performing these actions in ContactPad, see Working with an inbound call.

• Semi-live (such as a Live Agent chat)

  • Release
  • Abandon (only if Release isn't working)
  • Consult

  For information about releasing or abandoning a semi-live interaction, see How do I finish working with an interaction?
  For information about consulting with an agent about a semi-live interaction, see How do I consult with a third party about a semi- or non-live interaction?671645812

• Non-live (such as an email or case)

  • Release
  • Abandon (only if Release isn't working)
  • Consult
  • Transfer

  For information about releasing or abandoning a non-live interaction, see How do I finish working with an interaction?

  For information about consulting with an agent about a non-live interaction, see How do I consult with a third party about a semi- or non-live interaction? 671645812
  For information about transferring a non-live interaction, see How do I transfer a non-live interaction to another agent or service? 671645812

How do I open the record that relates to the interaction?

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• Live
  For infomation about what happens when NewVoiceMedia routes a live interaction to you, see Salesforce record display and popping in NewVoiceMedia.
• Semi-live
  When NewVoiceMedia routes a semi-live interaction to you and if using Salesforce's Live Agent for semi-live interactions::
  • If auto-acceptance is enabled, NewVoiceMedia pops a Live Chat Transcript in Salesforce, and you are connected to the interaction.
  • If auto-acceptance is not enabled, the interaction appears in your Salesforce Omni-Channel widget. You must click Accept before NewVoiceMedia pops a Live Chat Transcript in Salesforce, and you are connected to the interaction.
  • If NewVoiceMedia routes a semi-live interaction but the Salesforce Omni-Channel widget cannot accept the interaction, you receive a message about unsuccessful interaction delivery. The interaction will disappear from ContactPad, and NewVoiceMedia will route it to another agent.
• Non-live
  When NewVoiceMedia routes a non-live interaction to you, NewVoiceMedia pops the related case in Salesforce.

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