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You can identify agents by the following icon: Their availability is shown in brackets after their names, for example, "(Available)", "(Busy)", or "(Offline)". For information about availabilities, see Add Callers or Transfer Calls (Salesforce help). |
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You can identify interaction plans by the following icon: |
This puts the original call on hold while you are connected to the interaction plan. You can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. You you wait to be connected, on connection, you can perform the same tasks as described for a consult to agent in the previous paragraph.
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You can identify VBC users by the following icon: "(VBC)" is also added to the end of their user name. Their availability is shown in brackets after their names, for example, "(Available)" or "(Busy)". For information about availabilities, see Add Callers or Transfer Calls (Salesforce help). Note that, due to a limitation, VBC users appear as Available even when logged out. |
You can consult with a VBC user, and optionally transfer the call to them. Alternatively, you can merge the original and consult calls.
To show only VBC and other directory users, in the transfer list, filter Search Transfer Destinations by Directory.
With Vonage Contact Center and Microsoft Teams integration
If your VCC and Microsoft Teams accounts are integrated, when you click Add Caller in the Omni-Channel utility your contacts list includes contacts in your Microsoft Teams account along with the usual agents, queues, and interaction plans.
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You can identify Teams users by the following icon: "(Teams)" is also added to the end of their user name. Their availability is shown in brackets after their names, for example, "(Available)" or "(Busy)". The mapping between VCC and Microsoft Teams presences can be configured by an administrator. Availability will be two-way synced between the systems so, if a user is set to Busy in Teams, they will be set to the same in SCV. For information about availabilities, see Add Callers or Transfer Calls (Salesforce help). |
You can consult with a Teams user, and optionally transfer the call to them. Alternatively, you can merge the original and consult calls.
To show only Microsoft Teams and other directory users, in the transfer list, filter Search Transfer Destinations by Directory.
Transcription
If SCV and transcription are enabled for your account, Vonage transcribes your calls. Transcription turns your customer's and your speech into text in real time. During a call, the transcript appears in the call's voice call record so you can see the transcription text alongside customer data.
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