| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
...
For information about After Conversation Work, see Give Agents Time for After-Conversation Work (Pilot) (Salesforce help) and Wrap Up After a Call (Beta) (Salesforce help).
| Note | ||
|---|---|---|
| ||
Timeouts for wrap states in VCC must be longer than after-conversation work time in Salesforce. This will ensure that the agent is not in a ready state in VCC before they have finished their after conversation work in Salesforce. If the agent is in a ready state in VCC, VCC may assign an interaction to them before they are ready in Salesforce. You can configure timeouts for wrap states in various areas within VCC:
|
Desk phone support
Desk phone support in Salesforce enables SCV users to alternate the type of phones they can receive calls on. In SCV, phones are categorized as:
...
| Info | ||
|---|---|---|
| ||
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
...