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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 Mapping Salesforce user presences to and from VCC agent states.
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Sales Engagement
If you use use Sales Engagement (previously known as High Velocity Sales (HVS) (soon to be renamed Sales Engagement) in your Salesforce organization, you can use HVS Sales Engagement features with Vonage for Service Cloud Voice. Agents can use SCV to progress prospects through existing HVS Sales Engagement cadences.
For information about High Velocity Sales Engagement, see High Velocity Sales Engagement (Salesforce help).
After-conversation work
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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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