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Platform-wide feature
Optional feature
General Availability Features
Service Cloud Voice
Consult with VBC Contact Directory Users
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Consulting, transferring, and conferencing (or merging) calls section in Vonage Premier for Service Cloud Voice.
Consult with Microsoft Teams Contact Directory Users
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Consulting, transferring, and conferencing (or merging) calls section in Vonage Premier for Service Cloud Voice.
Salesforce Omni-Channel Flows Route VCC Calls to Agents
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Omni-Channel flow routing section in Vonage Premier for Service Cloud Voice.
Salesforce Omni-Channel Flows Support Multiple Record Popping
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Omni-Channel flow routing section in Vonage Premier for Service Cloud Voice.
Auto Select Callback Number Based on Prefix of Number Dialed
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Prefix-based callback numbers section in Vonage Premier for Service Cloud Voice.
Desktop Notifications for Inbound Calls
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Desktop notifications for inbound calls section in Using Vonage Premier for Service Cloud Voice.
Queued Callbacks
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Queued callbacks section in Vonage Premier for Service Cloud Voice.
Salesforce Open CTI
Log A Call Enhancements in Lightning
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see Restricting which object types agents can relate calls to and Hiding fields for relating calls to objects.
VCC-VBC Integrated Experience
Transfer to Groups & Queues
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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VCC agents now have the capability to transfer to a VBC call group or call queue. Both call groups and call queues are at the bottom of the directory list. Entering “queue” or “group” in the search box will filter the list accordingly.
Administration
Feature Permissions Management in User Admin
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see Configuring admin and supervisor feature permissions and the Permissions settings—Feature permissions section in Configuring multiple users (using bulk actions).
Service Name Reporting Improvements
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the Service names section in Interaction Plans Manager and Viewing service names in DashboardsReal-time Analytics.
Automatic Presence Change After Wrap or Unexpected State
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see Changing post wrap state and Changing post unexpected and fault state.
Removal of Duplicate Queued Callbacks
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For information, see the Duplicate callback calls section in Queued callbacks.
Analytics
Historical Data Available From 2018 Onwards
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the What range of historical data is available? section in Overview of Historical Analytics.
Data Displayed in Viewer's Time Zone
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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For more information, see the What time zone the data is displayed in? section in Overview of Historical Analytics.
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.
Extended Automatic Wrap - Early Access
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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In Q4 '22 release, we changed how manual wrap is handled in single-interaction ContactPad and made it available in multi-interaction ContactPad. Instead of entering an unlimited manual wrap state, agents can manually extend their automatic wrap state an unlimited number of times. This extended wrap will expire like automatic wrap if the agent stops extending it. Customers who are interested in trialing and providing feedback have this feature enabled prior to a wider release.
Important Announcements
North America Infrastructure Refresh
As part of our continued technology life cycle, in order to provide our customers with a stable, secure, and scalable service over the coming months, Vonage will be updating and refreshing our infrastructure within the North America (NAM) region. We expect this to have no impact on the vast majority of customers; those with bespoke configurations will be contacted to manage any impact on a case by case basis.
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These changes will introduce new public IP addresses. NAM customers that make use of an allowlist will need to update their allowed IPs as detailed in the Technical prerequisites before December 1, 2022.
Intended state
With Vonage’s existing intended state feature, an agent can set the state that the agent wants to be in after their current interaction ends. This gives agents a convenient way to manage their status after a call and avoids calls being delivered to agents who need to stop working. In the Q4 release we enabled this feature for all accounts.
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.
User Access permission management - Deprecated
From the Q4 '22 release, User Admin has provided the ability to manage users’ full permissions. Therefore, user permission management in User Access will be deprecated.
Projected retirement date: Q1, 2023.
Motivate (Gamification) - Deprecated
Motivate will no longer be provided by Vonage as a product and will be deprecated. You can continue to purchase this through CloudApps or use our alternative Gamification product.
Projected retirement date: Q2, 2023.
Inspire (Wallboards) - Deprecated
Inspire will no longer be provided by Vonage as a product and will be deprecated. Our native dashboards provide you with the ability to have wallboard functionality. The data that Vonage Contact Center inserts into Salesforce that Inspire consumes will continue to be passed to Salesforce.
Projected retirement date: Q2, 2023.
Manual Wrap in Single Interaction ContactPad - Intent to deprecate
From the Q4 release, the ability to extend wrap is available. This wrap mechanism replaces the unlimited manual wrap feature in single-interaction ContactPad. Extended wrap is available in Early Access for customers who would like to enable it before manual wrap is deprecated.
Projected retirement date: Q1, 2023.
Salesforce Managed Packages
The following packages and earlier versions are deprecated.
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