Page Comparison

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Your existing integration between Salesforce and VCC shouldn't change much, if at all, and continues to provide the existing benefits. Service Cloud Voice just provides a possible alternative to how Salesforce and VCC work together to provide benefit to your contact center.

You can use Service Cloud Voice with existing interaction plans, users, and contact numbers. We recommend that you review your VCC implementation to understand what changes need to be made , if any, to take advantage of Service Cloud Voice. For example, you may want to associate the objects that currently pop with the new voice call object.

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Feature	Pure	Hybrid
SCV Voice Call object creation for voice calls
Task creation for voice calls
Presence mapping from SCV to VCC		Presence mapping doesn't work in both modes at the same time. For more information see the Presence mapping from between SCV to and VCC section  section later in this page.

Features

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While connected to an inbound or outbound call, an agent can work with that call in the Omni-Channel utility. The agent can mute the call, put the call on hold, record the call, and so on, or consult, transfer, or add a third party to the call for a conference. For information about making and receiving calls in SCV, see Answer and Make Calls (Salesforce help).

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While on call, an agent can add another agent to consult with them about the call. To do so, the agent clicks Add Caller and selects an agent from the presented list of agents and interaction plans. (The agents Agents in the presented list are Salesforce users, all of whom are linked to agents in VCC.) This puts the original call on hold while the original agent is connected to the agent chosen from the list.  The The original agent can then perform one of the following actions:

• Swap between original call and consult.
• End the consult.
• Perform a warm transfer to the other agent (by leaving the call themselves).
• Combine the original call with the consult. Combining the calls is known as merging in SCV—merging is called conferencing in VCC.

AlternativelyAgents can also consult with an external number. To do so, the agent can do a cold transfer of the call to a VCC clicks Add Caller, then—instead of selecting an agent—clicks Keypad and enters a number to consult with. This puts the original call on hold while the original agent is connected to the external number. The agent can then perform the same actions as if they were consulting with an agent.

Alternatively, the agent can consult with a VCC interaction plan—or, more specifically, a VCC agent servicing the interaction plan—or transfer (warm or cold) to an interaction plan. To do so, the agent clicks clicks Add Caller and selects an interaction plan from the presented list of agents and interaction plans. The call is immediately transferred to the interaction plan. This puts the original call on hold while the original agent is connected to the interaction plan. The agent can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. If the agent waits to be connected, on connection, the original agent can perform the same tasks as described for a consult to agent earlier in this section.

For information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help).

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If SCV is enabled for your account and , Vonage transcribes an agent's calls if transcription is enabled for an individual agent, Vonage transcribes that agent 's callsand if their calls are recorded. Transcription turns the customer's and the agent's speech into text in real time. During a call, the transcript appears in the call's voice call record so the agent can view transcription text alongside customer data.

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External Routing

If you have integrated VCC with Salesforce external routing, when interactions arrive in Salesforce, Salesforce delegates routing decisions to mapped interaction plans in VCC. Where configured, Salesforce uses VCC to route chats, cases, and messages (for example, WhatsApp messages) alongside phone calls.

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For information about integrating VCC with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center.

Omni-Channel flow routing

When using SCV with VCC, you can delegate routing decisions for inbound calls into VCC to Salesforce's Omni-Channel flows. When configured, VCC notifies Salesforce about applicable inbound calls. Salesforce then uses an Omni-Channel flow to determine which interaction plans VCC should route the calls to next.

For information about configuring VCC to use Salesforce Omni-Channel flows to make routing decisions, see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows.

Presence mapping

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between SCV and VCC

Salesforce user presences and VCC agent states are synchronized in Salesforce and VCC.

This means that when a Salesforce user's presence changes in the Omni-Channel widget or utility within Salesforce, VCC updates the state of the corresponding agent in VCC. Conversely, when a VCC agent is updated 's state changes within VCC to the state mapped to the Salesforce presence. , the presence of the corresponding Salesforce user is updated. (This applies to both automatic and manual Salesforce presence and VCC state changes.) The presences and states change based on the mappings configured in VCC.

This ensures that VCC does not and Salesforce don't assign interactions to an unavailable agent for exampleSalesforce users and VCC agents who aren't available. It also means that VCC is able to report on the agent's activity within Dashboards and other reporting features. For information about mapping Salesforce presence statuses to and from VCC agent states, see the Mapping Salesforce user presences to and VCC agent states section in Configuring Vonage for Service Cloud Voice.

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High Velocity Sales

If you use High Velocity Sales (HVS) (soon to be renamed Sales Engagement) in your Salesforce organization, you can use HVS features with Vonage for Service Cloud Voice. Agents can use SCV to progress prospects through existing HVS cadences.

For information about High Velocity Sales, see High Velocity Sales (Salesforce help).

After conversation work

Using Vonage for Service Cloud Voice, you can benefit from a pilot feature in Salesforce, After Conversation Work. Most calls require work after the call ends—for example, sending an email, writing some notes, or updating a case. The After Conversation Work feature enables supervisors to set and manage the amount of time agents spend on work after a conversation. This tells agents roughly how much time to spend on tasks.

For information about After Conversation Work, see Give Agents Time for After-Conversation Work (Pilot) (Salesforce help) and Wrap Up After a Call (Beta) (Salesforce help).

Desk phone support

Desk phone support in Salesforce enables SCV users to alternate the type of phones they can receive calls on. In SCV, phones are categorized as:

• 'Softphones', such as WebRTC
• 'Desk Phones'. Desk phones include:
  
  • Desk phones
  • Mobile phones
  • Any other phones that use a direct inward dialing (DID), or direct dial-in (DDI), number  such as Vonage Business Communications (VBC).

  Users can set the phone number to use with their 'Desk phone'. Phone numbers must be in E.164 format, which includes the country code. For information about telephone numbers in E.164 format, see Telephone number formats in Vonage Contact Center in Salesforce.

The user doesn't need to rely on an administrator to make these changes for them. 

For information about desk phone support in Service Cloud Voice, see Use Desk Phones with Service Cloud Voice (Generally Available) (Salesforce help).

Limitation

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