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- Swap between original call and consult.
- End the consult.
- Perform a warm transfer to the other agent (by leaving the call themselves).
- Combine the original call with the consult. Combining the calls is known as merging in SCV—SCV — merging is called conferencing in VCC.
Agents can also consult with an external number. To do so, the agent clicks Add Caller, then—instead then — instead of selecting an agent—clicks agent — clicks Keypad and enters a number to consult with. This puts the original call on hold while the original agent is connected to the external number. The agent can then perform the same actions as if they were consulting with an agent.
Alternatively, the agent can consult with a VCC interaction plan—orplan — or, more specifically, a VCC agent servicing the interaction plan—or plan — or transfer (warm or cold) to an interaction plan. To do so, the agent clicks Add Caller and selects an interaction plan from the presented list. This puts the original call on hold while the original agent is connected to the interaction plan. The agent can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. If the agent waits to be connected, on connection, the original agent can perform the same tasks as described for a consult to agent earlier in this section.
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For information about consulting and transferring calls to Teams users in Vonage for Service Cloud Voice, see With Vonage Contact Center and Microsoft Teams integration in Using Vonage for Service Cloud Voice in Consulting, transferring, and conferencing (or merging) calls.
Transcription
If SCV is enabled for your account, Vonage transcribes an agent's calls if transcription is enabled for that agent and if their calls are recorded. Transcription turns the customer's and the agent's speech into text in real time. During a call, the transcript appears in the call's voice call record so the agent can view transcription text alongside customer data.
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 in Setting up call transcription in Vonage for Service Cloud Voice in VCC.
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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 with — and optionally transfer the call to—a 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 see Mapping Salesforce user presences to and from VCC agent states section in Configuring Vonage in Service Cloud Voice..
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For information about High Velocity Sales, see High Velocity Sales (Salesforce help).
After-conversation work
Using Vonage for Service Cloud Voice, you can benefit from from After Conversation Work, a pilot feature in Salesforce, After Conversation Work. Most calls require work after the call ends—for ends — for example, sending an email, writing some notes, or updating a case. The After Conversation Work feature enables supervisors to set and manage the amount of time agents spend on work after a conversation. This tells agents roughly how much time to spend on tasks.
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Timeouts for wrap states in VCC must be longer than after-conversation work time in Salesforce — if you give agents the ability to extend their after-conversation work time in Salesforce, make sure you also include this time. 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:
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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
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- 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 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—againSalesforce — 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.
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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.
Download debug information
Service Cloud Voice relies on Salesforce and Vonage communicating successfully. Occasionally there may be an issue with communication due to, for example, network issues. To help with such issues, Salesforce allows Vonage to log messages from our Service Cloud Voice connector. The agent can then download these logged messages as a text file and share as required. For information about downloading debug information, see Downloading debug information.
Voicemail drop
When using Vonage for Service Cloud Voice, agents can leave voice messages for customers or prospects. Agents can upload and manage messages they want to leave for customers and then drop the messages during a call.
For information about configuring voicemail drop in Vonage for Service Cloud Voice, see Configuring voicemail drop in Vonage for Service Cloud Voice.
For information about using voicemail drop in Service Cloud Voice, see Using voicemail drop in Vonage for Service Cloud Voice.
Intended states
The intended state feature in Vonage for Service Cloud Voice allows agents to set the presence status they want to be in when their current call ends. If the feature is enabled for your account, the Omni-Channel agent's presence status selector remains usable during a call.
For information about changing presence status while on a call, see Changing presence status while on a call (setting intended state).
Limitation
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Vonage for Service Cloud Voice has the following limitations:
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