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Using Vonage for Service Cloud Voice, you can benefit from After Conversation Work, a pilot feature in Salesforce. Most calls require work after the call 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. Supervisors can optionally allow agents to extend this time.
For information about After Conversation Work, see Give Agents Time for After-Set and Track After Conversation Work Time (PilotGenerally Available) (Salesforce help) and Wrap Up After a Call (Beta) (Salesforce help).
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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
Using Vonage for Service Cloud Voice, you can configure Salesforce to present a callback number based on the prefix of the number that an agent dialed. For example, when making an outbound call to a geographical number, a callback number from the same geographical region can be automatically selected and then presented. For information about configuring prefix-based callback numbers, see Configuring prefix-based callback number selection.
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Prefix-based call recording is not currently available.
Field-based callback numbers
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The configuration only applies when the agent makes a call using Connect or Click to dial. |
Apex-based callback numbers
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Using Vonage for Service Cloud Voice, you can determine whether to automatically record outbound calls and which participants to include in the recording based on the prefix of the number that an agent dialed or on the value in the record that contains the dialed number. For more information automating call recording for outbound calls, see Automating call recording for outbound calls
Prefix-based call recording
Using Vonage for Service Cloud Voice, you can configure Salesforce to record a call based on the prefix of the number that an agent dialed. You can also choose whether to record all participants or only the agent, or you can use the default settings for your account for which participants to record. For example, when making an outbound call to a specific geographical number, the call will be recorded. For information about configuring prefix-based call recording, see Configuring automatic call recording and callback numbers with Vonage for Service Cloud Voice.
Field-based call recording
Using Vonage for Service Cloud Voice, you can configure Salesforce to record a call based on a field within a record that the agent wants to dial. You can also choose whether to record all participants or only the agent, or you can use the default settings for your account for which participants to record. For example, based on the value of the Location field on the contact record, the call may or may not be recorded. For more information about configuring field-based call recording, see Configuring automatic call recording and callback numbers with Vonage for Service Cloud Voice.
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The configuration only applies when the agent makes a call using Click to dial. |
Apex-based call recording
When using Vonage for Service Cloud Voice, you can configure Apex code to determine whether or not to record an outbound call and which participants to include in the recording. For information about configuring Apex-based call recording, see Configuring automatic call recording for outbound calls using Apex with Vonage for Service Cloud Voice.
Supervisor listen-in
Using Vonage for Service Cloud Voice, you can configure a user with permission to monitor interactions. Having permission to monitor interactions means that the user is able to listen-in to agents' calls. The monitoring user can only hear the call and is not able to join the call as an active participant. For information about supervisor listen-in, see Configuring supervisor listen-in in Vonage for Service Cloud Voice and Supervisor listen-in in Using Vonage for Service Cloud Voice.
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