While working with a case or custom object, you can transfer it to another agent or to a Vonage Contact Center (VCC) interaction plan using ContactPad. Alternatively, you can change the owner of the case or custom object in the Case Owner or Owner field to another agent or to a Salesforce queue. If you change the case's or custom object's owner to a Salesforce queue that is configured to use external routing, Salesforce will reroute the case or custom object using external routing.
You can use the Case Owner or Owner field to reroute the interaction in other ways too. For example, if a case or custom object is in the wrong queue, you can change its owner. Changing Case Owner or Owner to a Salesforce queue (that uses external routing) will trigger Salesforce to transfer and route the case using external routing.
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If you use ContactPad to initiate a transfer, you cannot subsequently remove the interaction from the queue. To ensure you can remove an interaction from a queue if required, always initiate transfers using the Case Owner or Owner field in Salesforce. |
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If you change the case's or custom object's owner to a Salesforce agent or queue that doesn't use external routing, the object will leave VCC. VCC will no longer be able to report on the interaction and Salesforce will take over responsibility for routing the interaction in line with capacity settings in Salesforce. |