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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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For information about changing presence status while on a call, see Changing presence status while on a call (setting intended state).
Conversation intelligence and next best action
Using Vonage for Service Cloud Voice, you can benefit from Conversation Intelligence, a Salesforce feature.
Admin users can create rules that trigger Salesforce actions, such as suggesting the next best action. When an agent or customer speaks a keyword configured in the rule, a Next Best Action is presented to the agent. For information about Conversation Intelligence, see Reduce Agent Handling Time with Conversation Intelligence (Salesforce help).
Limitation
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Vonage for Service Cloud Voice has the following limitations:
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