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Enhancement to paid-for feature
Important updates
TLS cipher changes
As part of our ongoing commitment to security and performance, Vonage is announcing an important update to its Transport Layer Security (TLS) cipher suite, effective from June 3, 2024. This update will remove vulnerable ciphers and extend our support to a modern set of ciphers. The changes are designed to enhance the security of data in transit and ensure compliance with the latest industry standards.
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Customers are required to review and update their infrastructure to ensure compatibility with the new cipher suite.
Third party cookies no longer in Chrome
Google is planning to phase out third-party cookies from Google Chrome completely by the middle of 2024. Historically, Vonage Premier for Service Cloud Voice has relied on third-party cookies to integrate with Salesforce. Vonage has now removed our need for third-party cookies whilst retaining existing business functionality. No impact is expected to current users. The only difference an existing user of Service Cloud Voice might see is the need to log in to Vonage within the Salesforce user interface.
To ensure that your business is not impacted by Google's phasing out of third-party cookies, Vonage recommends upgrading to our latest Salesforce packages. These package versions are at the end of these release notes — see Salesforce package deprecation and retirement at the end of this page.
General Availability Features
Vonage Premier for Service Cloud Voice 
Salesforce Einstein Conversation Insights integration
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Calls are recorded within Vonage Contact Center and are then pulled into the Salesforce platform using this integration. The calls are then analyzed for mentions of specific keywords, phrases, and points of interest. Reps and managers can review the call transcript, or see areas that need attention or follow-ups.
Enforced manual disposition codes
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In Q2 2024, we introduced enforced manual disposition codes for Vonage Premier for Service Cloud Voice. With this feature, you can ensure that agents always provide a disposition code for an interaction. The feature prevents Vonage Contact Center from assigning the next interaction to an agent until the agent has provided a code for their previous interaction. The disposition code is filled in as part of the standard Salesforce voice call record.
Salesforce Open CTI
Open case statuses supported
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We have now extended the functionality to show open case statuses as well, giving more flexibility to supervisors and admins. This means that case status can be set to an open status, enabling the agent to be released from the interaction without closing the case.
ContactPad
Updated login for embedded ContactPad
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This change is part of our ongoing commitment to user security and privacy, adapting to the latest web standards. For any queries or feedback, please reach out to Vonage support.
Administration
Skill levels available as default
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By default, skills added are configured with skill level of 5. If you don’t want to use skill levels in your account, leave all skills with a level of 5.
WebRTC
Vonage enhanced noise cancellation 
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This feature is available to agents using WebRTC and we are pleased to offer a 28-day free trial, after which it is chargeable on a per-user basis. If you would like to trial or purchase Vonage enhanced noise cancellation, please speak to your Account Manager.
Updated WebRTC popout UI/UX
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Telco
Select the caller identity (CLID) for external consults/transfers
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By default, external consults and transfers will continue to use the callback number specified in the interaction plan configuration — this was the behavior before the Q2 '24 release.
Insights
New default dashboards in Historical Analytics
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We have recently added several more default dashboards and made a few enhancements to existing ones. New default dashboards contain dedicated reports such as audio problems summary, interaction monitoring, and the outbound interactions summary. In addition, we extended the Interaction details dashboard with information about disposition codes and the disconnection order.
Team Monitoring — filter sets
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Filter sets enable dashboard users to dynamically filter by column values and adjust the visibility and order of columns. Users can create filter sets tailored for various monitoring purposes — such as overseeing individual teams, agents with particular skills or groups, or tracking agents who are currently idle — enabling users to efficiently manage large team dashboards without needing to navigate multiple dashboards. Once created, these filter sets are saved with the dashboard, making them accessible to other users.
Team Monitoring — edit skills and groups
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Integrating edit skills and group functionality into the Team Monitoring dashboard minimizes the need to navigate multiple product areas, simplifying the learning curve and enhancing efficiency.
Real-time Analytics — inspect agent
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By providing a detailed snapshot of an agent's day, this feature empowers supervisors and team leaders with critical information for more efficient decision-making and improved team management.
Real-time Analytics — agents grouped by interactions
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The introduction of grouping by interaction state is designed to give users more precise insights into agent activities, aiding in better decision-making and resource allocation for enhanced management and operational efficiency.
Interaction Architect
Data Router applet — copy function
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As part of our ongoing efforts to upgrade and modernize our interaction architecture, we have added the ability to copy individual rows within the Data Router. This allows for faster creation of complex or repeating rules.
Feature Retirement
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Virtual Agent applet (deprecated)
The Virtual Agent applet was designed to establish a connection between VCC and Vonage AI Studio's voice bot. With the introduction of the Virtual Assistant applet in the previous Q1 2024 release, a more streamlined approach to achieving the same objective has been implemented, offering users an improved experience. Key advantages of the new Virtual Assistant applet include:
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Projected retirement date: Q4, 2024.
Call Parking (retired)
Call Parking is a complex feature that does not fit into many common contact center use cases. Few customers use this feature and the feature's complexity impacts the development of other in-demand Vonage Contact Center features, so we are retiring Call Parking on June 30, 2024. Contact center admins and supervisors should consider alternative approaches and processes. If further support is required, please reach out to your Customer Success Manager or Account Manager.
Retirement date: June 30, 2024.
DTMF call controls (retired)
DTMF call controls are a legacy, PBX-related feature from the first versions of Vonage Contact Center. Few customers use this capability today, with all call controls available within ContactPad or Service Cloud Voice. We intend to retire DTMF call controls on June 30, 2024. Contact center agents using DTMF call controls should switch to using the on-screen controls within ContactPad or Service Cloud Voice to control calls. If further support is required, please reach out to your Customer Success Manager or Account Manager.
Retirement date: June 30, 2024.
Statistics API v0 (retired)
In March 2020 we deprecated the v0 Statistics API. All integrations that use v0 Statistics API should have been updated and migrated to use Insights Stats API. We intend to retire Statistics API v0 on June 30, 2024. To ensure the operational continuity of all integrations, make sure that they all use the Insights Stats API.
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