Page Comparison

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Service Cloud Voice includes desk phone support. Alongside digital channels, agents can talk with customers using their chosen hardphone, such as a desk phone or a mobile phone. An agent can configure their desk phone number in the User Admin area of the Vonage Contact Center admin portal.

For more information about Vonage for Service Cloud Voice, see Vonage for Service Cloud Voice.

ContactPad

Contact List - Short Codes 

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With this release, supervisors can configure short codes to appear within the make call and consult dialogs of ContactPad. Agents can search for the short-code name for a quick and simple experience.

For more information about configuring short codes and using them in ContactPad, see Configuring short codes and Making and receiving calls in ContactPad.

Enforced Disposition Code for Multi-Interaction ContactPad

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From Summer ‘21, agents using multi-interaction ContactPad can no longer bypass the 'Logging the Call' state from the ContactPad UI. Agents must log an outcome before making or receiving another call.

For more information about enforced disposition codes, see Disposition codes.

Detailed Problem Reporting 

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Clicking Send report will send Vonage diagnostic information from the agent’s browser. A trend of these will be used to alert engineers who are on call. If the issue persists, and a support case is raised, these detail reports will provide a record of the problem, complete with detailed logs. This will reduce the need for agents to join calls with the Vonage Engineering team to troubleshoot issues, ultimately leading to faster resolution times.

For more information about reporting problems in ContactPad, see Reporting problems.

Dashboards

Filter Interaction Details by Group 

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On clicking this notification, the appropriate widget within the Dashboard comes into focus, and the value is highlighted. The notification will still trigger even if the browser window or tab is out of focus (but open).

For more information about threshold notifications, see Overview of Dashboards.

WebRTC

WebRTC for VCC extension for Edge browser 

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Vonage Contact Center WebRTC now officially supports the new Microsoft Edge browser. The browser extension required to use VCC WebRTC is available to install from the new Microsoft Edge Add-ons website. Go to Microsoft Edge Add-ons and search for 'WebRTC for Vonage CC'for 'WebRTC for Vonage CC'.

For information about the WebRTC for VCC extension for Edge, see ContactPad with WebRTC.

Cadence

Cadence for Microsoft Dynamics 

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Without leaving the MS Dynamics UI, reps will be able to click to start their outbound cadence. Cadence automatically prioritizes the rep's workload based on their configured prioritization and pop the record related to the prospect list. Cadence then allows the rep to click to dial from any number in that record.

For information about using Cadence in Microsoft Dynamics, see Working with prospects in ContactPad in Microsoft Dynamics 365.

Enforced Disposition Code Support 

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We know lists are likely to contain prospects across multiple time zones. To maintain compliance in these scenarios, you are able to define the time zone for individual prospects in either Salesforce or Microsoft Dynamics so your window for connecting is relative to their time zone.

For information about working hours in Cadence, see Using Cadence as a supervisor.

Administration

User Admin Refresh 

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The classic User Admin view will be available until the next release (Winter 22’).

For more information about User Admin, see User Admin.

Tracking of Last Login 

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This page will now entirely replace the Call Recordings page. See the Call Recording Search - Retired section later in this page for more details.

For more information about Interaction Content Search, see Interaction Content.

Beta/Early Access Program

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