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Abandoning interactions in ContactPad ends them immediately. This may negatively impact statistics, recordings, and customer experience. Agents should only abandon interactions if attempts to release them have failed.
Service Cloud Voice
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Call transfer is a core part of the VCC platform. We have further enhanced the capability for the Service Cloud Voice integration. The updated transfer feature allows agents to do a warm transfer to an interaction plan or a transfer to an external number. The configuration for these transfer use cases is the same as for the core VCC platform. The Service Cloud Voice Omni-Channel widget allows agents to filter for interaction plans and type in an external number. In the first image you can see that an agent has used a filter of “ma” to search transfer destinations. The agent can see a combination of interaction plans and agents. In the second image, an agent has entered an external telephone number. The agent can now press “Call” and then consult, merge, or transfer as they would with an internal Service Cloud Voice call.
Conferencing/Merge 
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Conferencing is a core part of the VCC platform. We have further enhanced this capability for our Service Cloud Voice integration. Conferencing is known as merging using Service Cloud Voice terminology and is an extension of the transfer feature. The configuration for the conference use case is the same as for the core VCC platform. The Service Cloud Voice Omni-Channel widget allows agents to dial an external number to conference with. In the image you can
see that two other parties are now connected to the current agent, one of which is the external telephone number.
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For details, see Considerations for Using Deterministic Encryption.
External Routing Supports Agent Capacity in Salesforce
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Third-party Secure Payments Integrated with VCC VCC 
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Some VCC customers are commercially or operationally tied to a Payment Service Provider (PSP). This PSP may not be compatible with the Agent Assist, Self Service, or Digital Secure Payment capabilities of VCC. Currently, VCC initiates, and remains in control of, the payment process when taking an Agent AssistAgent Assist, Self Service, or Digital Secure Payment, but some PSPs need to be the initiator (and controller) of the process. These models are very different from each other with commands and API calls flowing in opposite directions.
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