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When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see Vonage Contact Center omni-channel solution.
What can I do with different types of interactions?
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How do I open the record that relates to the interaction?
When NewVoiceMedia Vonage Contact Center routes an interaction to you, NewVoiceMedia Vonage Contact Center might pop a related record in your browser. Exactly what happens depends on the configuration of your account and the type of interaction:
- Live
For infomation about what happens when NewVoiceMedia Vonage Contact Center routes a live interaction to you, see Salesforce record display and popping in Vonage Contact Center. - Semi-live
When NewVoiceMedia Vonage Contact Center routes a semi-live interaction to you and if using Salesforce's Live Agent for semi-live interactions::- If auto-acceptance is enabled, NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center pops a Live Chat Transcript in Salesforce, and you are connected to the interaction.
- If NewVoiceMedia Vonage Contact Center 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 Vonage will route it to another agent.
- Non-live
When NewVoiceMedia Vonage Contact Center routes a non-live interaction to you, NewVoiceMedia Vonage Contact Center pops the related case in Salesforce.
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If you can't release your interaction, you can abandon the interaction instead. Abandoning an interaction deletes the interaction from NewVoiceMediaVonage Contact Center. Only abandon interactions if necessary, not as the default way to finish working with an interaction.
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