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Your existing integration between Salesforce and VCC shouldn't change much , and and this integration continues to provide the existing benefits. Service Cloud Voice just provides a possible alternative to how Salesforce and VCC work together to provide benefit to your contact center.
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If your VCC and VBC accounts are integrated, agents can consult with VBC users in Vonage Premier for Service Cloud Voice as they would any other agent. They can transfer calls to VBC users, or merge original and consult calls as described previously.
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If your VCC and Microsoft Teams organization are integrated, agents can consult with Teams users in Vonage Premier for Service Cloud Voice as they would any other agent. They can transfer calls to Teams users, or merge original and consult calls as described previously.
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For information about consulting and transferring calls to Teams users in Vonage Premier for Service Cloud Voice, see With Vonage Contact Center and Microsoft Teams integration in Consulting, transferring, and conferencing (or merging) calls in Vonage Premier for Service Cloud Voice.
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If you use Sales Engagement (previously known as High Velocity Sales (HVS)) in your Salesforce organization, you can use Sales Engagement features with Vonage Premier for Service Cloud Voice. Agents can use SCV to progress prospects through existing Sales Engagement cadences.
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After-conversation work
Using Vonage Vonage Premier for Service Cloud Voice, you can benefit from After Conversation Work, a 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.
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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 Premier 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.
Field-based callback numbers
Using Vonage Premier for Service Cloud Voice, you can configure Salesforce to present a callback number based on a field within a record that the agent wants to dial.For example, a contact is in a geographical region that is different to the agent's. Based on the Location field on the contact record, agents can present a number corresponding to that region. For more information about configuring field-based callback numbers, see Configuring field-based callback number selection.
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Apex-based callback numbers
When using Vonage Premier for Service Cloud Voice, you can configure Apex code to determine the callback number that is presented when an agent makes an outbound call. For information about configuring Apex-based callback numbers, see Automating callback numbers for Click to dial using Apex.
Manual callback number selection
When using Vonage Premier for Service Cloud Voice to make an outbound call, an agent can select the callback number to display from a list in their Omni-Channel widget. Only callback numbers made available to the agent in User Admin will be displayed, plus -- Default -- and -- Auto --. For information about configuring callback numbers, see How do I define callback numbers for an agent user? in Configuring individual users.
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Automatic call recording for outbound calls
Using Vonage Premier 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.
Prefix-based call recording
Using Vonage Premier 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 Premier for Service Cloud Voice.
Field-based call recording
Using Vonage Premier 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 Premier for Service Cloud Voice.
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Apex-based call recording
When using Vonage Premier 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 Premier for Service Cloud Voice.
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Interaction monitoring
Using Vonage Premier 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 and join agents' calls. The In listen-in mode, the monitoring user can only hear the call and is not able to join the call as an active participant, whereas in join mode, the monitoring user can join the conversation and all participants can talk to each other. For information about supervisor listen-inmonitoring interactions, see Configuring supervisor listen-interaction monitoring in in Vonage Premier for Service Cloud Voice and Supervisor listen-in in Using Monitoring interactions in Vonage Premier for Service Cloud Voice.
Post unexpected or fault states
When using Vonage Premier for Service Cloud Voice, unexpected or fault states in VCC are grouped together with other busy states and are mapped to the same busy presence status in Salesforce. An interaction that ended in an unexpected or fault state will therefore look the same as a successful inbound or outbound interaction. The agent that the interaction was routed to cannot see in their Omni-Channel widget or utility that they are in an unexpected or fault state.
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For information about configuring and using Connect for Service Cloud Voice, see Configuring Connect (dialer) with Vonage Premier for Service Cloud Voice and Making calls with Connect (dialer) in Vonage Premier for Service Cloud Voice in Using Vonage Premier for Service Cloud Voice.
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Voicemail drop
When using Vonage Premier 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 Premier for Service Cloud Voice, see Configuring voicemail drop in Vonage Premier for Service Cloud Voice.
For information about using voicemail drop in Service Cloud Voice, see Using voicemail drop in Vonage Premier for Service Cloud Voice.
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The intended state feature in Vonage Premier 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.
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Conversation intelligence and next best action
Using Vonage Premier 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 Premier for Service Cloud Voice has the following limitations:
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