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While connected to an inbound or outbound call, you can work with that call in the Omni-Channel utility. You can mute the call, put the call on hold, record the call, and so on. For information about making and receiving calls in SCV, see Answer and Make Calls (Salesforce help).
Making calls with Connect (dialer) in Vonage for Service Cloud Voice
If Connect is installed and configured for use with Service Cloud Voice, you can use Connect to make outbound calls. For information about using Connect, see Making calls using Connect.
Using Connect with Service Cloud Voice is slightly different from using Connect with ContactPad. The following information describes the behavior specific to using Connect with Service Cloud Voice.
You will not need to log in to ContactPad as described. Instead you must have set your availability so you can make and receive calls in the Omni-Channel utility. Additionally, the steps relating to Log a Call do not apply.
When you make a call, a voice call appears in the Omni-Channel utility as described in the Making and receiving calls section earlier in this page.
To end a call using Connect in Vonage for Service Cloud Voice, click End Call in the Omni-Channel utility and close the related call record or end your after conversation work. The previous call is marked as complete. Until you have completely finished working with the call by closing the related call record, clicking Next in Connect won't have any effect.
Consulting, transferring, and conferencing (or merging) calls
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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.
Supervisor listen-in
If supervisor listen-in (monitoring) is enabled for your account, and you are a supervisor, you will be able to listen in to calls.
The calls you can listen in to must be in progress and belong to agents in groups you have read or write permission to. You will only have audio available to you.
To listen in to a call, perform the following steps:
- Go to the Omni Supervisor app in the app selector.
- Click the arrow next to the agent whose call you want to listen in to.
- Click Monitor. The Call Monitoring panel appears and contains a transcript of the selected call. The agent will be notified of your presence in their Conversation panel.
If whisper messaging is enabled, you can send the agent messages through the Call Monitoring panel.
Your messages will appear in the agent's Conversation panel. Click Listen In in Call Monitoring. You will join the call — you may need to accept the call using your soft or hard phone, depending on which you are configured to use. When you have joined the call, you will not have access to any call controls, such as mute, record, consult, and so on.
Info Because you are not an active participant in the call, Salesforce will not present you with a voice call record. - To end the call, click Leave Call. Alternatively, the call will end when the agent or customer ends when the interaction you are listening-in to ends.
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If the agent clicks to consult with another party while you are supervising their call, you will no longer be able to listen in to the call. |
Using WebRTC with Vonage for Service Cloud Voice
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