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| Feature | Description | ||
|---|---|---|---|
| Call recording - recording can be controlled by any interaction plan involved in an interaction | If you switch on this feature, when an agent transfers a call to another interaction plan, recording of that call can be controlled by Call Recording applets within the target interaction plan. For more information, see Call Recording applet. | ||
| ContactPad - Agents can extend wrap (disables manual wrap) | If you switch on this feature, agents can use the extended wrap feature in ContactPad. For more information, see Extended automatic wrap. | ||
| ContactPad - agents can make calls to interaction plans (requires outbound interaction plans) | If you switch on this feature, when an agent clicks to make a call, they can see and select enabled interaction plans in the address book. For more information, see ContactPad address book.
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| ContactPad - agents can see their recent and missed calls | If you switch on this feature, agents can see their call history in ContactPad. Call history includes inbound calls to the agent's personal queue, and outbound calls; inbound calls to the agent's personal queue that they missed are highlighted in their call history and also appear in a separate list of missed calls. For more information, see Call history. | ||
| ContactPad - agents can't abandon interactions | If you switch on this feature, agents cannot abandon calls. For information about abandoning calls, see Abandoning calls in Making and receiving calls in ContactPad. | ||
| ContactPad - agents can't change state while using Enforced Disposition Codes | If you switch on this feature, agents remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes. For information about the enforced disposition codes feature, see Disposition codes. | ||
| ContactPad - agents can't make outbound calls while in Wrap Up state | If you switch on this feature, agents cannot make outbound calls whilst in a Wrap Up state. For information about agent states, see Agent states. | ||
| ContactPad - show browser notifications | If you switch on this feature, agents will receive both visual and audible notifications in their browser to alert them to incoming, missed, or priority calls. For information about browser notifications, see Call notifications. | ||
| ContactPad - users can rate the quality of their calls | If you switch on this feature, agents can rate audio quality of calls based on the call rating percentage set in the Post Call Rating section. Setting the call rating percentage in the Post Call Rating section only takes effect if this feature is on. | ||
| ContactPad - while on an outbound call, agents can consult with and transfer to interaction plans (outbound interaction plans) | If you switch on this feature, when an agent clicks to consult on or transfer an outbound call, they can see and select enabled interaction plans in the address book. For more information, see ContactPad address book. | ||
| Dashboards - agents can use URL to access read-only Dashboards | If you switch on this feature, an agent has read-only access to any public dashboards that they have a direct link to. For information about agent access to dashboards, see Viewing a dashboard as an agent. | ||
| Interaction Player - enable call recording comments | If you switch on this feature, when a user clicks to listen to an audio recording or view a screen recording, any comments about the recordings appear in the call recording player. Comments will appear when using the interaction content player in both the VCC admin portal and in Salesforce.
For information about call recording comments in the call recording player, see Interaction Content. | ||
| Interaction Player - Hide content download buttons for non-admins | If you switch on this feature, only administrators can see the download button in the interaction content player. The button will be hidden from all users other than administrators when using the interaction content player in both the VCC admin portal and in Salesforce. For information about downloading interaction content in the interaction content player, see How do I download audio and screen recordings? in Listening to, viewing, and commenting on interaction content. | ||
| Real Time - select queues and skills separately | If you switch on this feature, when a supervisor or admin edits queue thresholds, they can select queues and skills separately. For information about editing queue thresholds, see Editing queue thresholds. | ||
| Routing - leave agents in No Answer state after a missed inbound call | If an agent does not answer an inbound call, their state changes to No Answer. If you switch on this feature, the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Time. For information about Max Unexpected(s) settings, see Configuring groups.
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| Salesforce Integration - pop matching records in Lightning experience | If you switch on this feature, Vonage will always pop matching records in Salesforce Lightning Experience apps. For information about Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center. | ||
| User Admin - supervisors can enable enforced disposition codes for individual agents | If you switch on this feature, supervisors can enable and disable the enforced disposition codes feature for individual agents. For information about the enforced disposition codes feature and for enabling the feature for individual agents, see Disposition codes and How do I enable enforced disposition codes feature for an agent? in Configuring individual users. | ||
| VBC integration/VCC Integration WebRTC - auto-answer inbound calls | VBC integration/WebRTC - Automaticallyauto-answer inbound calls isis available only availableif your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC. If you switch on this feature , supervisors can enable and disable automatically answering inbound calls for VBC for individual agents., when an agent receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller. For information about automatically answering inbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration. | ||
| VBC integration/VCC Integration WebRTC - auto-answer outbound calls | VBC integration/WebRTC - auto- Automaticallyanswer outbound calls isis available only availableif your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC. IfIf you switch on this feature, supervisors can enable and disable automatically answering outbound calls for VBC for individual agents.when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. For information about automatically answering outbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration. | ||
| WebRTC - agents can't change auto-answer settings | If you switch on this feature, agents can't change their auto answer settings in WebRTC options. For information about configuring auto-answer settings, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. WebRTC -auto-answer inbound calls (extension only)If you switch on this feature, when an agent receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller. This setting only affects agents using the WebRTC for Vonage Contact Center extension. For more information, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. | WebRTC - auto-answer outbound calls (extension only) | If you switch on this feature, when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. This setting only affects agents using the WebRTC for Vonage Contact Center extension. For more information, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC. |
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