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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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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 1073873289How do I consult with a third party about a semi- or non-live interaction?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 1073873289 How do I consult with a third party about a semi- or non-live interaction?
For information about transferring a non-live interaction, see 1073873289 How do I transfer a non-live interaction to another agent or service?
How do I open the record that relates to the interaction?
When Vonage Contact Center (VCC) routes an interaction to you, Vonage Contact Center VCC 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 information about what happens when Vonage Contact Center VCC routes a live interaction to you, see Salesforce record display and popping in Vonage Contact Center. - Semi-live
When Vonage Contact Center VCC routes a semi-live interaction to you and if using Salesforce's Live Agent for semi-live interactions::- If auto-acceptance is enabled, Vonage Contact Center VCC 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 Vonage Contact Center VCC pops a Live Chat Transcript in Salesforce, and you are connected to the interaction. The interaction .If Vonage Contact Center shows as Alerting in ContactPad until the agent accepts it in the Omni-Channel widget.
- If VCC 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 Vonage will route it to another agent.
- Non-live
When Vonage Contact Center VCC routes a non-live interaction to you, Vonage Contact Center VCC pops the related case in Salesforce. If you close the case tab in Salesforce, clicking the respective item in ContactPad reopens the tab.
When you are handling multiple interactions, to swap between interactions and their related records, click individual interaction's links or, if enabled for your account, select an interaction in the interaction list in the information panel. Salesforce opens the tab for the record related to your chosen interaction.
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If the cross-media consult feature is enabled for your account, you can consult with a third party while you are handling a semi- or non-live interaction. For information about cross-media consult, see Vonage Contact Center omni-channel solution Cross-media consult.
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Cross-media consult is not the same as the standard consult capability in ContactPad. For information about standard consult, see Working with an inbound call. You can only perform one cross-media consult at the same time. |
To consult with a third party about your current interaction, perform the following steps:
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If you can't release your interaction, you can abandon the interaction instead. Abandoning an interaction deletes the interaction from Vonage Contact CenterVCC. Only abandon interactions if necessary, not as the default way to finish working with an interaction.
To abandon an interaction, select the interaction in the interaction list in the information panel and click the abandon (!) button. A message appears to check that you want to abandon the interaction. Click Yes to confirm.