Page Comparison

If account feature control is enabled for your account, you can control individual features for your account. You can switch features on or off in the Account Feature Control permissions section in System Configuration (within Account Settings). For information about the Account Feature Control permissions section, see Editing Configuration (Account Settings).

Feature	Description

Automatically answer Inbound WebRTC calls (legacy)

Call recording - recording can be controlled by any interaction plan involved in an interaction

If you switch on this feature, when an agent

, who is using ContactPad with WebRTC, receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller.

Note
No longer used.

Automatically answer Outbound WebRTC calls (legacy)If

transfers a call to another interaction plan, recording of that call can be controlled by Call Recording applets within the target interaction plan. For more information, see Call Recording applet.
ContactPad - Agents can extend wrap (disables manual wrap)	If you switch on this feature,

when an agent, who is using ContactPad with WebRTC, makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent.

Note
No longer used.

Override Agents WebRTC Settings

If you switch on this feature, the Override Agents WebRTC Setting - Outbound Auto Answer and Override Agents WebRTC Setting - Inbound Auto Answer take effect.

Override Agents WebRTC Setting - Outbound Auto Answer

agents can use the extended wrap feature in ContactPad. For more information, see Extended automatic wrap in ContactPad.
ContactPad - agents can make calls to interaction plans (requires outbound interaction plans)	If you switch on this feature, when an agent

makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for Vonage Contact Center extension for Chrome.

For information about auto-answer, see Using ContactPad with WebRTC.

Note
The setting only takes effect if you also select Override Agents WebRTC Settings.

Override Agents WebRTC Setting - Inbound Auto Answer

If you switch on this feature, when an agent receives an inbound call, ContactPad automatically answers the call and connects the agent to the caller. This setting affects all agents in your account, and overrides the individual agents' settings in the WebRTC for Vonage Contact Center extension for Chrome.

For information about auto-answer, see Using ContactPad with WebRTC.

Note
The setting only takes effect if you also select Override Agents WebRTC Settings.

Agents can set their intended state

clicks to make a call, they can see and select enabled interaction plans in the address book. For more information, see ContactPad address book.

Note
This feature also requires the outbound interaction plans feature. See ContactPad - While on an outbound call, agents can consult with and transfer to interaction plans later in this page.

ContactPad - agents can see their recent and missed calls

If you switch on this feature,

an agent can set the state that the agent wants to be in after their current interaction. For information about intended states, see Agent states.Inbound missed call behaviour - Leave agents in 'No Answer' stateIf an agent does not answer an inbound call, their state changes to No Answer.

agents can see their call history in ContactPad. Call history includes inbound calls to the agent's personal queue, and outbound calls; inbound calls to the agent's personal queue that they missed are highlighted in their call history and also appear in a separate list of missed calls. For more information, see Call history in ContactPad.
ContactPad - agents can't abandon interactions	If you switch on this feature,

the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Time

agents cannot abandon calls. For information about

Max Unexpected(s) settings, see Configuring groups.

Note
This feature does not apply when agents using WebRTC close their browsers without logging out. In this situation, Vonage Contact Center puts the agent into Fault state for the default of three minutes.

New Call Recording Player in Search Results

abandoning calls, see Abandoning calls in Making and receiving calls in ContactPad.
ContactPad - agents can't change state while using Enforced Disposition Codes	If you switch on this feature,

when a user clicks to listen to an audio recording or view a screen recording in the list of search results in Interaction Content Search, the recordings appear in the enhanced call recording player

agents remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes. For information about the

call recording player, see Interaction Content.Agents cannot

enforced disposition codes feature, see Disposition codes.

ContactPad - agents can't make outbound calls

whilst

while in Wrap Up state

If you switch on this feature, agents cannot make outbound calls whilst in a Wrap Up state. For information about agent states, see Agent states in ContactPad.

Browser notifications for ContactPadAlways Pop Matching Record in Salesforce Lightning and Lightning Console

ContactPad - show browser notifications

If you switch on this feature,

Vonage will always pop matching records in Salesforce Lightning Experience apps

agents will receive both visual and audible notifications in their browser to alert them to incoming, missed, or priority calls. For information about

Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center.Agents can't change their state while Logging the Call

browser notifications, see Call notifications in ContactPad.
ContactPad - Use the refreshed icon-based user interface	If you switch on this feature, agents

remain in Logging the Call state at the end of a call until they set a disposition code for the call. This setting truly enforces enforced disposition codes

will be able to use ContactPad Refresh. For information about

the enforced disposition codes featureSelect Queues and Skills separately in Real TimeContactPad Call HistoryPost Call Rating

ContactPad Refresh, see

Disposition codes.

ContactPad Refresh.
ContactPad - users can rate the quality of their calls	If you switch on this feature, agents can rate audio quality of calls based on the call rating percentage set in the Post Call Rating section. Setting the call rating percentage in the Post Call Rating section only takes effect if this feature is on.

Disable abandon button in Contact PadAllow Agents direct URL access to read

ContactPad - while on an outbound call, agents can consult with and transfer to interaction plans (outbound interaction plans)	If you switch on this feature, when an agent clicks to consult on or transfer an outbound call, they can see and select enabled interaction plans in the address book. For more information, see ContactPad address book.
Dashboards - agents can use URL to access read-only Dashboards	If you switch on this feature, an agent has read-only access to any public dashboards that they have a direct link to. For information about agent access to dashboards, see Viewing a Real-time Analytics dashboard as an agent.
Dashboards - users can download widget data	If you switch on this feature, users can download data from a List widget in CSV format. Users can also download complete data about an individual interaction from a List widget containing interaction metrics or agent summary state details. For information about downloading data from a list widget, see How do I download the content of a list widget in CSV format?, How do I download an interaction's data in CSV format?, or How do I download an agent's summary state data in CSV format? in Using Real-time Analytics.

Show

Interaction Player - enable call recording comments

(requires new Call Recording Player)

If you switch on this feature, when a user clicks to listen to an audio recording or view a screen recording, any comments about the recordings appear in the call recording player. Comments will appear when using the interaction content player in both the VCC admin portal and in Salesforce.

Note
You must also switch on the enhanced call recording player—enable New Call Recording Player in Search Results—to see comments.

For information about call recording comments in the call recording player, see Interaction Content.

Interaction Player - Hide content download buttons for non-admins

If you switch on this feature, only administrators can see the download button in the interaction content player.

Allow Enforced Disposition Codes setting for

The button will be hidden from all users other than administrators when using the interaction content player in both the VCC admin portal and in Salesforce.

For information about downloading interaction content in the interaction content player, see How do I download audio and screen recordings? in Listening to, viewing, and commenting on interaction content.

Login - Use the new login experience when embedded

If you switch on this feature, when agents use ContactPad or the VCC admin portal embedded within another application, such as Salesforce, they will experience a new login experience.

Real Time - select queues and skills separately

If you switch on this feature, when a supervisor or admin edits queue thresholds, they can select queues and skills separately. For information about editing queue thresholds, see Editing queue thresholds.

Routing - leave agents in No Answer state after a missed inbound call

If an agent does not answer an inbound call, their state changes to No Answer. If you switch on this feature, the agent remains in No Answer state until they manually change their state. This setting applies to all agents and overrides any Max Unexpected(s) settings in User Admin or Real Time. For information about Max Unexpected(s) settings, see Configuring groups.

Note
This feature does not apply when agents using WebRTC close their browsers without logging out. In this situation, Vonage Contact Center puts the agent into Fault state for the default of three minutes.

Salesforce Integration - pop matching records in Lightning experience

If you switch on this feature, Vonage will always pop matching records in Salesforce Lightning Experience apps. For information about Salesforce record popping, see Salesforce record display and popping in Vonage Contact Center.

User Admin - supervisors can enable enforced disposition codes for individual agents

If you switch on this feature, supervisors can enable and disable the enforced disposition codes feature for individual agents. For information about the enforced disposition codes feature and for enabling the feature for individual agents, see Disposition codes and How do I enable enforced disposition codes feature for an agent? in Configuring individual users.

VBC integration/WebRTC -

Automatically

auto-answer

outbound

inbound calls

VBC integration/WebRTC - auto-

Automatically

answer

outbound

inbound calls

is

is available only

available

if your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC. If you switch on this feature

, supervisors can enable and disable automatically answering outbound calls for VBC for individual agents.

, when an agent receives an inbound call, ContactPad automatically answers the call and the agent is connected to the caller.

For information about automatically answering

outbound

inbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration.
For information about automatically answering inbound calls with WebRTC, see Auto answer for WebRTC calls in ContactPad.

VBC integration/WebRTC - auto-

Automatically

answer

inbound

outbound calls

VBC integration/WebRTC - auto-

Automatically

answer

inbound

outbound calls

is

is available only

available

if your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC.

If

If you switch on this feature,

supervisors can enable and disable automatically answering inbound calls for VBC for individual agents.

when an agent makes an outbound call, ContactPad automatically initiates the call and the agent hears ringing until they are connected to the target number or agent.

For information about automatically answering

inbound

outbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration.
For information about automatically answering outbound calls with WebRTC, see Auto answer for WebRTC calls in ContactPad.

WebRTC - agents can't change auto-answer settings

If you switch on this feature, agents can't change their auto answer settings in WebRTC options.

For information about configuring auto-answer settings, see Configuring optional settings for WebRTC for ContactPad in Using ContactPad with WebRTC.

Note
Currently you can only control the listed account features. You must contact Vonage Contact Center to control all other features that are available for your account.

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Versions Compared

Old Version 18

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