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NewVoiceMedia portal
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| Using VBC CX Cloud Express or CX Cloud VBC CXCloud Express or CXCloud Elevate, not all features within each NewVoiceMedia portal area are available. See each area for information about included and excluded features. |
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You have access to a subset of applets using VBC CX Cloud CXCloud Express. The following applets are available:
In addition, using CX Cloud using CXCloud Elevate the following applets are available: |
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You can collect only single digits from callers using VBC CX Cloud VBC CXCloud Express; you cannot collect strings of digits or audio. Using VBC Cloud CXCloud Elevate, you can collect multiple digits. |
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The call history area does not display missed calls to personal queues. The Person Queue feature is not available in VBC CX Cloud VBC CXCloud Express. |
Call Quality Logging
If an agent experiences an issue with the quality of a call, using the Call Quality Logging feature, the agent can report the issue to NewVoiceMedia from within ContactPad. To find out how agents can report such issues, see Reporting bad call qualityaudio problems.
Call Recording
Inbound and outbound calls agents make and receive are recorded by NewVoiceMedia; NewVoiceMedia can also record transferred calls.
Agents can pause and resume the recording of calls in ContactPad. If enabled for your account, NewVoiceMedia will record an agent's side of the call only (agent-only or single-sided recording). For more details about the Call Recording feature, see Call recording.
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Call Recording Player
The Call Recording Player enables you to play back a call recording in the NewVoiceMedia platform. Using the Call Recording Player, you can perform the following tasks:
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To find out how to perform these tasks, see Listening to and commenting on a call recording.
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Using VBC CX Cloud Express or CX Cloud VBC CXCloud Express or CXCloud Elevate, the features for commenting on and analyzing call recordings are not available. |
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The Call Steering feature describes how NewVoiceMedia uses single-digits input by callers to determine where to route inbound calls. The single digits that callers provide—using their telephone keypad—correspond to options in one or more simple menus in your call plans.
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| Using VBC CX Cloud Express or CX Cloud VBC CXCloud Express or CXCloud Elevate, NewVoiceMedia does not dynamically route calls based on other call-related data such as the dialed number, caller's CLID, or any CRM data associated with the caller. |
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ContactPad is the main user-interface for using agent features and functions of VBC CX Cloud Express or CX Cloud VBC CXCloud Express or CXCloud Elevate. ContactPad is a stand-alone mode accessible through the NewVoiceMedia portal.
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Several of the features in ContactPad are not available in VBC CX Cloud Express or CX Cloud in VBC CXCloud Express or CXCloud Elevate. Refer to the current page for details about which features are available using VBC CX Cloud Express or CX Cloud using VBC CXCloud Express or CXCloud Elevate. |
Dynamic Overflow Routing—Estimated Wait Time Breakouts (CX Cloud CXCloud Elevate only)
If you configure a break out based on estimated wait time, when the estimated wait time for a call exceeds the configured breakout time, NewVoiceMedia routes the call to another applet
For information about estimated wait time breakouts, see Breakouts.
Dynamic Skill Tagging (CX Cloud CXCloud Elevate only)
Using Interaction Architect you can tag incoming interactions with skills. Tagging an interaction with a skill indicates that the agent who handles the interaction must have that skill.
For information about dynamic skill tagging, see Dynamic skill tagging.
Emergency Call Routing (CX Cloud CXCloud Elevate only)
Sometimes you might need to change the interaction plan used when a customer dials a particular number in your account. For example, in a disaster situation, you might need to divert calls to a standby interaction plan, or when the office is closed you might want to divert calls to an announcement that provides information about office hours.
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For more information about the Extended Agent Presence feature, see Extended agent presence (calls).
Flexible Working (CX Cloud CXCloud Elevate only)
The Flexible Working feature enables agents to change the telephone number that they receive inbound calls on and that they make outbound calls from.
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Multiple/Flexible Outbound CLIDs (CX Cloud CXCloud Elevate only)
When an agent makes an outbound call, the NewVoiceMedia platform presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time.
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For information about outbound CLIDs, see Callback numbers.
Post-Call Survey (CX Cloud CXCloud Elevate only)
In NewVoiceMedia you can use a post-call survey at the end of an inbound or outbound call to gather feedback from callers. Depending on your configuration, the call is either transferred to the post-call survey when the agent hangs up, or when the agent dials a short code that routes the call to the number that the post-call survey is configured for.
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SLA Optimizer—Agreement Based Routing (CX Cloud CXCloud Elevate only)
Traditionally interactions are routed to the longest waiting agent. With skills based routing, NewVoiceMedia routes all types of interactions to the agents who are best equipped to handle them. Agreement based routing enhances skills based routing. With agreement based routing, NewVoiceMedia prioritizes interactions, according to the configured service level agreement (SLA) for a virtual queue. A virtual queue is a group of interactions requiring a specific combination of skills. NewVoiceMedia aims to route all interactions to keep in line with SLAs.
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For more information about third-party call recording, see Call recording.
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Supervisor Monitoring
Using VBC CX Cloud CXCloud Express or CX Cloud CXCloud Elevate, supervisors can silently monitor a conversation between an agent and the caller or dialed party. Supervisors can also establish a three-way conference call between themselves, the agent and the other party.
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Whisper Coaching is not available using VBC CX Cloud CXCloud Express. For CX Cloud CXCloud Elevate, see also 1533542497 VBC CXCloud Express and CXCloud Elevate. |
Visual Voicemail (CX Cloud CXCloud Elevate only)
When the voicemail feature is enabled for your account, agents will notice some changes in ContactPad. Because the voicemail requires the call history feature, the message panel is replaced with the call history panel. Along with the All and Missed lists, a Voicemail list also appears. An agent can find, listen to, and delete voicemails in Voicemail list in the call history panel. An agent can also record a greeting that caller will hear if the agent is unable to answer their phone.
For information about visual voicemail, see Voicemail.
Whisper Coaching (CX Cloud CXCloud Elevate only)
If enabled, a supervisor can listen to an in-progress inbound or outbound call. In whisper coaching mode, the supervisor can listen to the conversation between the agent and the customer. The supervisor can speak to and coach the agent live during the call, but the customer cannot hear anything that the supervisor says. If the call is recorded, that the supervisor makes are also recorded.
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