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Platform-wide feature
Optional feature
General Availability Features
ContactPad Enhancements
Choice of Warm or Cold Transfer
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To enable this feature, contact your Customer Success Manager or Account Manager.
Guidance for Agents Abandoning Interactions
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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
Call Transfer
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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.
Integration with Salesforce High Velocity Sales (HVS)
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Salesforce’s High Velocity Sales (HVS) (soon to be renamed Sales Engagement) product allows you to accelerate your inside sales process with a high-productivity workspace. Using HVS, managers can create sales cadences — custom sales processes that guide sales reps through handling different types of prospects. Those cadences appear for sales reps in the Work Queue, a task list that appears inside the Sales Console. The VCC platform passes the after-call work events to our Service Cloud Voice integration. This enables you to work with HVS and to advance HVS Sales Cadence after your agent wraps up a call.
Timed After-Conversation Work
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Most calls require work after the call ends — for example, sending an email, writing some notes, or updating a case. Salesforce provides a pilot feature called “Give Agents Time for After-Conversation Work”. The feature allows 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. The VCC platform passes the after-call work events to our Service Cloud Voice integration to enable this Salesforce pilot. The following image shows how After Conversation Work is displayed within Salesforce.
Desk Phone Support
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Known limitation: After the user changes their phone type, they must refresh the web page otherwise the call controls will be disabled.
Salesforce Omni-Channel Flows Route VCC Calls to Interaction Plans
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It also provides the option of using Salesforce as a single routing engine for all interactions. Having a single routing engine can reduce setup and maintenance time. The single routing engine can also ensure agents are routed work effectively across all channels.
Presence Status Mapping from VCC to Service Cloud Voice
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If an agent goes into a presence in VCC that prevents them from taking calls, Salesforce is notified. The agent’s presence in Salesforce is updated to make both the supervisor and agent aware they are not ready for any new interactions.
Salesforce Integration
VCC Support for Salesforce Shield’s Deterministic Encryption
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For details, see Considerations for Using Deterministic Encryption.
External Routing Supports Agent Capacity in Salesforce
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With External Routing, when routing an interaction to an agent, VCC notifies Salesforce of the capacity taken up by the routed interaction. This means that, in Omni Supervisor, a supervisor can see how much capacity an agent has available. Also, if you are using Salesforce’s Live Agent, the chat button displayed on your website can be disabled automatically when your agents have no capacity to take any new chats. This ensures that chats only enter the queue when an agent has the capacity to work on them.
Payment Card Industry (PCI)
Third-party Secure Payments Integrated with VCC
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This new capability enables our partner (PCI Pal) to instruct VCC to secure an existing customer call leg for payment. This means that PCI Pal and PSPs who need to initiate payments can work together to use this capability to take secure payments in VCC calls. In turn, this means that new and existing VCC customers who cannot switch to a PSP compatible with Agent Assist, Self Service, or Digital Secure Payments may be able to use VCC for Secure Payments through their existing PSP.
Dashboards
Agent Availability by Interaction Type Metric
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In Q3 ‘22, we will be adding a new metric — Agent Availability (by type). Using this metric in reports will allow you to see the number of agents who are available for each type of interaction — live, semi-live, and non-live. Visibility of an agent’s availability considers all aspects of the VCC routing engine. These include interrupting cases (non-live interactions) and an agent’s capacity for handling more than one interaction simultaneously.
Extended Filter for Agent Presences
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This allows you to view the agents in the exact presence of interest. Combining this information with browser notifications, a dashboard user can be alerted as agents spend a configurable amount of time in a given presence.
‘Online’ presence is now ‘Ready’
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Dashboards display the Ready presence as ‘Online’. We have updated this to display ‘Ready’ instead, aligning the presence visible in Dashboards with the terminology used within ContactPad.
Audit Logs for Dashboard Management
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In the Q3 ‘22 release, we will start tracking the actions users perform in Dashboards. We will display those actions in the Audit Log area (within Administration) in the VCC admin portal.
Administration
Minor Agent States Limit Increased
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Currently VCC has a limit of 16 custom minor states for each agent presence state. We have increased this to a limit of 200 minor states for each major state. To enable this feature, contact your Customer Success Manager or Account Manager.
Auto-generated Agent and Group IDs in User Admin
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This change also applies when you import users in User Admin or you create users/groups through the User Admin API.
Analytics
Interaction Summary Dataset
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The interaction summary dataset is a great addition to the existing datasets, and enables a variety of new reporting capabilities.
New Default Analytics Dashboards
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The default Analytics dashboards answer the most common questions that arise when running a contact center. In the Q3 ‘22 release, we are adding several more default dashboards giving approximately 20 in total. These additional dashboards will help you monitor and analyze trends and performance in your contact center. New default dashboards will contain dedicated reports such as agents login/logout details, delivery failure summary, disposition codes, and target time to answer by queue/presented skills/virtual queues. We have extended the existing queue performance and queue abandon dashboards to report by presented skills and virtual queues as well. In addition, you will see dedicated dashboards with users’ details and their last VCC logins, for better visibility and user management.
Beta/Early Access Program
Our Beta/Early Access Program gives some customers access to VCC enhancements that are still under development. Incorporating feedback from customers during the program allows us to continue improving these features, which ensures that every feature fulfills its purpose in a range of different environments. All customers using features in the Beta/Early Access Program must agree to participate in the feedback process.
If you are interested in gaining access to a feature in the Beta/Early Access Program, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Multiple Voicemail Drop - Early Access
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To enable this feature, contact your Customer Success Manager or Account Manager.
Slack Notifications in IVR
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We have created a template within the Web Service Data Connector applet. The template will help you configure sending messages to Slack channels.
Important Announcements
New Interaction Data Source formatter
We have created a new data source formatter to simplify making API calls with E.164 telephone numbers. The formatter removes the ‘+’ from the number without needing to use Javascript. To use the formatter, add :RemoveLeadingPlus as a suffix to the data source name, for example $(CLID:RemoveLeadingPlus). You can use the formatter in any applet that supports data sources including the Set Data Source and Data Connector applets.
Audio Codec Update (Major Browser Support)
Historically, audio captured using the Take Message applet or IVR Collector Audio applet couldn’t be played in all our supported browsers. In the Q2 ‘22 release, we updated the audio format to play within all our supported browsers so users no longer need to download the audio to play it.
Feature Retirement
Along with the exciting new functionality added to the product with every release, we are also working to retire older parts of the product. The removal of functionality within our product is completed in these stages:
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Applet Retirement
As part of an ongoing simplification project within VCC we are retiring the below applets. These applets have been superseded by newer and more comprehensive applets.
- CRM Based Router applet - Retired
- Router - Geographic CLID - Retired
- Check IVR String - Intent to deprecate
- Check IVR Digit - Intent to deprecate
Screen Recording Chrome Extension - Retired
Initially we provided a Chrome extension for screen recording. Since then we have replaced the extension with the screen recording desktop client. The client is now generally available and we have therefore retired the extension.
Classic User Admin - Retired
From the Q3 ‘22 release, users will no longer be able to access classic User Admin.
Subset of User Access functionality - Retired
In the Q2 ‘22 release, we announced that we would be retiring a subset of User Access functionality between May 2022 and July 2022. This was delayed and will now happen as part of the Q3 ‘22 release. User Admin provides many of the same capabilities as User Access. The following capabilities within User
Access will be retired:
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The managee details section in User Access will change as shown in the following images:
Salesforce Managed Packages
The following packages and earlier versions will be deprecated.
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