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If your VCC and VBC accounts are integrated, agents can consult with VBC users in Vonage for Service Cloud Voice as they would any other agent. They can transfer calls to VBC users, or merge original and consult calls as described previously.
For information about VCC and VBC integration, see Vonage Contact Center and Vonage Business Communications integration.
To integrate your VCC and VBC account and enable agents to consult with VBC users, see Configuring Vonage Contact Center and Vonage Business Communications integration.
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If your VCC and Microsoft Teams organization are integrated, agents can consult with Teams users users in Vonage for Service Cloud Voice as they would any other agent. They can transfer calls to Teams users, or merge original and consult calls as described previously.
For information about VCC and Microsoft Teams integration, see Vonage Contact Center and Microsoft Teams integration.
To integrate your VCC account and your Microsoft Teams organization and enable agents to consult with Teams users, see Configuring your Vonage Contact Center and Microsoft Teams integration.
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Vonage uses the Google Cloud Speech-to-Text API to transcribe the calls. Vonage can therefore transcribe calls in all the languages that the API supports. For a list of supported languages, see Language support (Google help). Vonage transcribes calls in your account's default language, unless the default language is overridden for an individual call. For information about overriding the default language for calls, see the Overriding the transcription language for individual calls section in Configuring Vonage for in Service Cloud Voice.
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Using SCV an agent can take a payment using VCC's payment solution. Depending on the implementation, payments may involve transferring a customer to an interaction plan in VCC. In this case, after the payment is made, the agent and customer can be reconnected if required. When reconnected, if the agent later clicks to consult with another agent or interaction plan, transcription of the call will stop. The call itself will continue and the agent can continue to consult with—and optionally transfer the call to—a third party, or return to the customer. For information about VCC's payment solutions, see Payments in Vonage Contact Center. |
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This ensures that VCC and Salesforce don't assign calls to Salesforce 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 and VCC agent states section in Configuring Vonage for in Service Cloud Voice.
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When an agent, who is using a desk phone, picks up their phone to answer a queued callback, they will hear ringing until the customer answers the call. However, the queued callback call appears immediately to be in the Connected state. During this time, the agent cannot hang up the call. Controlling the call is possible only when the agent is connected to the customer. |
Callback numbers
Prefix-based callback numbers
Using Vonage for Service Cloud Voice, you can configure Salesforce to present a callback number based on the prefix of the number that an agent dialed. For example, when making an outbound call to a geographical number, a callback number from the same geographical region can be automatically selected and then presented. For information about configuring prefix-based callback numbers, see Configuring prefix-based callback number selection.
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Prefix-based call recording is not currently available. |
Post unexpected or fault states
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Field-based callback numbers
Using Vonage for Service Cloud Voice, unexpected or fault states in VCC are grouped together with other busy states and are mapped to the same busy presence status in Salesforce. An interaction that ended in an unexpected or fault state will therefore look the same as a successful inbound or outbound interaction. The agent that the interaction was routed to cannot see in their Omni-Channel widget or utility that they are in an unexpected or fault state.
When the unexpected or fault state times out, the agent's state changes, by default, to a ready state. This ready state will be mapped a ready presence status in the Omni-Channel widget or utility. Again, the presence status will not indicate that there was a problem with the previous interaction.
To show that the agent was in an unexpected or fault state in the Omni-Channel widget or utility, you must override the default settings and present a more meaningful presence status. To do this, you should perform the following tasks:
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you can configure Salesforce to present a callback number based on a field within a record that the agent wants to dial.For example, a contact is in a geographical region that is different to the agent's. Based on the Location field on the contact record, agents can present a number corresponding to that region. For more information about configuring field-based callback numbers, see Configuring field-based callback number selection.
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The configuration only applies when the agent makes a call using Connect or Click to dial. |
Apex-based callback numbers
When using Vonage for Service Cloud Voice, you can configure Apex code to determine the callback number that is presented when an agent makes an outbound call. For information about configuring Apex-based callback numbers, see Automating callback numbers for Click to dial using Apex.
Manual callback number selection
When using Vonage for Service Cloud Voice to make an outbound call, an agent can select the callback number to display from a list in their Omni-Channel widget. Only callback numbers made available to the agent in User Admin will be displayed, plus -- Default -- and -- Auto --. For information about configuring callback numbers, see How do I define callback numbers for an agent user? in Configuring individual users.
Manually selecting a specific callback number overrides any other callback number configuration that may have been set up, such as field- or prefix-based callback numbers.
Selecting -- Auto -- in the list will use the field- or prefix-based mappings already configured.
Automatic call recording for outbound calls
Using Vonage for Service Cloud Voice, you can determine whether to automatically record outbound calls based on the prefix of the number that an agent dialed or on the value in the record that contains the dialed number. For more information automating call recording for outbound calls, see Automating call recording for outbound calls.
Supervisor listen-in
Using Vonage for Service Cloud Voice, you can configure a user with permission to monitor interactions. Having permission to monitor interactions means that the user is able to listen-in to agents' calls. The monitoring user can only hear the call and is not able to join the call as an active participant. For information about supervisor listen-in, see Configuring supervisor listen-in in Vonage for Service Cloud Voice and Supervisor listen-in in Using Vonage for Service Cloud Voice.
Post unexpected or fault states
When using Vonage for Service Cloud Voice, unexpected or fault states in VCC are grouped together with other busy states and are mapped to the same busy presence status in Salesforce. An interaction that ended in an unexpected or fault state will therefore look the same as a successful inbound or outbound interaction. The agent that the interaction was routed to cannot see in their Omni-Channel widget or utility that they are in an unexpected or fault state.
When the unexpected or fault state times out, the agent's state changes, by default, to a ready state. This ready state will be mapped a ready presence status in the Omni-Channel widget or utility. Again, the presence status will not indicate that there was a problem with the previous interaction.
To show that the agent was in an unexpected or fault state in the Omni-Channel widget or utility, you must override the default settings and present a more meaningful presence status. To do this, you should perform the following tasks:
- Firstly, you should configure the timeout for unexpected or fault states to 1 second so that the agent's state changes as soon as possible. For information about configuring timeouts for groups of, or individual, users, see Max Unexpected in Configuring groups or various timeouts in Configuring individual users.
- Next you must set the state after the timeout to an appropriate state in VCC—you may need to create a new custom VCC state for this purpose. For information about configuring the state that an agent is in after their unexpected or fault state times out, see Changing post unexpected and fault state. For information about creating custom states, see Configuring agent states.
- Finally, map the VCC state to an appropriate presence status in Salesforce—again, you may need to create a new custom Salesforce presence status for this purpose. For information about mapping VCC states to Salesforce presence statuses, see Integrating with Salesforce Omni-Channel presence. For information about creating custom Salesforce presence statuses, see the Create presence statuses section in Configuring Salesforce external routing for Vonage Contact Center.
Connect (dialer) for Service Cloud Voice
Connect (dialer) embedded in Salesforce is a core part of the Vonage Contact Center platform. It enables a supervisor to create lists of contacts that they want agents to call directly from within Salesforce. For more information about Connect, see Connect.
With Service Cloud Voice, when an agent makes a call using Connect, Service Cloud Voice creates a voice call record instead of a task record. That voice call record that can be related with an account, case, contact, lead, or opportunity record.
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For information about configuring and using Connect for Service Cloud Voice, see Configuring Connect (dialer) with Vonage for Service Cloud Voice and Making calls with Connect (dialer) in Vonage for Service Cloud Voice in Using Vonage for Service Cloud Voice.
Limitation
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Vonage for Service Cloud Voice has the following limitations:
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