If account feature control is enabled for your account, you can control individual features for your account. You can switch features on or off in the Account Feature Control section in Configuration (within Account Settings). For information about the Account Feature Control section, see Editing Configuration (Account Settings).
Automatically answer Inbound WebRTC calls (legacy)| ContactPad - agents can see their recent and missed calls | If you switch on this feature, |
when an agent, who is using ContactPad with WebRTC, receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller.Automatically answer Outbound WebRTC calls (legacy) | If you switch on this feature, when an agent, who is using ContactPad with WebRTC, makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent.
Override Agents WebRTC Settings | If you switch on this feature, the Override Agents WebRTC Setting - Outbound Auto Answer and Override Agents WebRTC Setting - Inbound Auto Answer take effect. |
Override Agents WebRTC Setting - Outbound Auto Answer | If you switch on this feature, when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for Vonage Contact Center extension.
For information about auto-answer, see Using ContactPad with WebRTC.
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The setting only takes effect if you also select Override Agents WebRTC Settings. |
Override Agents WebRTC Setting - Inbound Auto Answer | If you switch on this feature, when an agent receives an inbound call, ContactPad automatically answers the call and connects the agent to the caller. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for Vonage Contact Center extension.
For information about auto-answer, see Using ContactPad with WebRTC.
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The setting only takes effect if you also select Override Agents WebRTC Settings. |
Agents agents can see their call history in ContactPad. Call history includes inbound calls to the agent's personal queue, and outbound calls; inbound calls to the agent's personal queue that they missed are highlighted in their call history and also appear in a separate list of missed calls. For more information, see Call history. |
| ContactPad - agents can set their intended state | If you switch on this feature, an agent can set the state that the agent wants to be in after their current interaction. For information about intended states, see Agent states. |
Inbound missed call behaviour Leave in 'No Answer' stateIf an agent does not answer an inbound call, their state changes to No Answer. | can't abandon interactions | If you switch on this feature, |
the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Timeagents cannot abandon calls. For information about |
Max Unexpected(s) settings, see Configuring groups.| Note |
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This feature does not apply when agents using WebRTC close their browsers without logging out. In this situation, Vonage Contact Center puts the agent into Fault state for the default of three minutes. |
New Call Recording Player in Search Results when a user clicks to listen to an audio recording or view a screen recording in the list of search results in Interaction Content Search, the recordings appear in the enhanced call recording player| agents remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes. For information about the |
call recording player, see Interaction Content.Agents cannot | enforced disposition codes feature, see Disposition codes. |
| ContactPad - agents can't make outbound calls |
whilst | while in Wrap Up state | If you switch on this feature, agents cannot make outbound calls whilst in a Wrap Up state. For information about agent states, see Agent states. |
Browser notifications for ContactPad | Always Pop Matching Record in Salesforce Lightning and Lightning Console | | ContactPad - show browser notifications | If you switch on this feature, |
Vonage will always pop matching records in Salesforce Lightning Experience apps. For information about Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center.| Agents can't change their state while Logging the Call | If you switch on this feature, agents remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes. For information about the enforced disposition codes feature, see Disposition codes. |
Select Queues and Skills separately in Real Time | ContactPad Call History | Post Call RatingAllow Agents direct URL access to read agents will receive both visual and audible notifications in their browser to alert them to incoming, missed, or priority calls. For information about browser notifications, see Call notifications. |
| ContactPad - users can rate the quality of their calls | If you switch on this feature, agents can rate audio quality of calls based on the call rating percentage set in the Post Call Rating section. Setting the call rating percentage in the Post Call Rating section only takes effect if this feature is on. |
Disable abandon button in Contact Pad | | Dashboards - agents can use URL to access read-only Dashboards | If you switch on this feature, an agent has read-only access to any public dashboards that they have a direct link to. For information about agent access to dashboards, see Viewing a dashboard as an agent. |
Show | Interaction Player - enable call recording comments |
(requires new Call Recording Player) | If you switch on this feature, when a user clicks to listen to an audio recording or view a screen recording, any comments about the recordings appear in the call recording player. | Note |
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| You must also switch on the enhanced call recording player—enable New Call Recording Player in Search Results—to see comments. |
For information about call recording comments in the call recording player, see Interaction Content. |
| Real Time - select queues and skills separately | If you switch on this feature, when a supervisor or admin edits queue thresholds, they can select queues and skills separately. |
Allow Enforced Disposition Codes setting for For information about editing queue thresholds, see Editing queue thresholds. |
| Routing - leave agents in No Answer state after a missed inbound call | If an agent does not answer an inbound call, their state changes to No Answer. If you switch on this feature, the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Time. For information about Max Unexpected(s) settings, see Configuring groups. | Note |
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This feature does not apply when agents using WebRTC close their browsers without logging out. In this situation, Vonage Contact Center puts the agent into Fault state for the default of three minutes. |
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| Salesforce Integration - pop matching records in Lightning experience | If you switch on this feature, Vonage will always pop matching records in Salesforce Lightning Experience apps. For information about Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center. |
| User Admin - supervisors can enable enforced disposition codes for individual agents | If you switch on this feature, supervisors can enable and disable the enforced disposition codes feature for individual agents. For information about the enforced disposition codes feature and for enabling the feature for individual agents, see Disposition codes and How do I enable enforced disposition codes feature for an agent? in Configuring individual users. |
| VBC/VCC Integration - |
Automatically outbound | inbound calls | VBC - Automatically answer |
outbound | inbound calls is only available if your Vonage Contact Center account is linked to a Vonage Business Communications account. If you switch on this feature, supervisors can enable and disable automatically answering |
outbound | inbound calls for VBC for individual agents. For information about automatically answering |
outbound Automatically inbound | outbound calls | VBC - Automatically answer |
inbound | outbound calls is only available if your Vonage Contact Center account is linked to a Vonage Business Communications account. If you switch on this feature, supervisors can enable and disable automatically answering |
inbound | outbound calls for VBC for individual agents. For information about automatically answering |
inbound | outbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration. |
| WebRTC - agents can't change auto-answer settings | If you switch on this feature, agents can't change their auto answer settings in WebRTC options. For information about configuring auto-answer settings, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. |
| WebRTC - auto-answer inbound calls (extension only) | If you switch on this feature, when an agent receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller. This setting only affects agents using the WebRTC for Vonage Contact Center extension. For more information, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. |
| WebRTC - auto-answer outbound calls (extension only) | If you switch on this feature, when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. This setting only affects agents using the WebRTC for Vonage Contact Center extension. For more information, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. |
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Currently you can only control the listed account features. You must contact Vonage Contact Center to control all other features that are available for your account. |
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