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Platform-wide feature
Optional feature
General Availability Features
Salesforce Service Cloud Voice
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Your existing integration between Salesforce and VCC will not change and 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.
Desk Phone Support
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Service Cloud Voice includes desk phone support. Alongside digital channels, agents can talk with customers using their chosen hardphone, such as a desk phone or a mobile phone. An agent can configure their desk phone number in the Omni Channel widgetUser Admin area of the Vonage Contact Center admin portal.
For more information about Vonage for Service Cloud Voice, see Vonage Premier for Service Cloud Voice.
ContactPad
Contact List - Short Codes
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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With this release, supervisors can configure short codes to appear within the make call and consult dialogs of ContactPad. Agents can search for the short-code name for a quick and simple experience.
For more information about configuring short codes and using them in ContactPad, see Configuring short codes and Making and receiving calls in ContactPad.
Enforced Disposition Code for Multi-Interaction ContactPad
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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From Summer ‘21, agents using multi-interaction ContactPad can no longer bypass the 'Logging the Call' state from the ContactPad UI. Agents must log an outcome before making or receiving another call.
For more information about enforced disposition codes, see Disposition codes.
Detailed Problem Reporting
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Clicking Send report will send Vonage diagnostic information from the agent’s browser. A trend of these will be used to alert engineers who are on call. If the issue persists, and a support case is raised, these detail reports will provide a record of the problem, complete with detailed logs. This will reduce the need for agents to join calls with the Vonage Engineering team to troubleshoot issues, ultimately leading to faster resolution times.
For more information about reporting problems in ContactPad, see Reporting problems in ContactPad.
Dashboards
Filter Interaction Details by Group
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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The group filter is available on all existing and new Dashboards.
Threshold Notifications in Browser
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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On clicking this notification, the appropriate widget within the Dashboard comes into focus, and the value is highlighted. The notification will still trigger even if the browser window or tab is out of focus (but open).
For more information about threshold notifications, see Overview of Real-time Analytics.
WebRTC
WebRTC for VCC extension for Edge browser
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Vonage Contact Center WebRTC now officially supports the new Microsoft Edge browser. The browser extension required to use VCC WebRTC is available to install from the new Microsoft Edge Add-ons website. Go to Microsoft Edge Add-ons and search for 'WebRTC for Vonage CC'for 'WebRTC for Vonage CC'.
For information about the WebRTC for VCC extension for Edge, see ContactPad with WebRTC.
Cadence
Cadence for Microsoft Dynamics
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Without leaving the MS Dynamics UI, reps will be able to click to start their outbound cadence. Cadence automatically prioritizes the rep's workload based on their configured prioritization and pop the record related to the prospect list. Cadence then allows the rep to click to dial from any number in that record.
For information about using Cadence in Microsoft Dynamics, see Working with prospects in ContactPad in Microsoft Dynamics 365.
Enforced Disposition Code Support
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Now agents logging the outcome of a cadence step will automatically log that outcome as a disposition code, allowing them to move onto their next interaction immediately, improving the user experience.
Cadence Working Hours
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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We know lists are likely to contain prospects across multiple time zones. To maintain compliance in these scenarios, you are able to define the time zone for individual prospects in either Salesforce or Microsoft Dynamics so your window for connecting is relative to their time zone.
For information about working hours in Cadence, see Using Cadence as a supervisor.
Administration
User Admin Refresh
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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The classic User Admin view will be available until the next release (Winter 22’).
For more information about User Admin, see User Admin.
Tracking of Last Login
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Any login to VCC will now be captured within the column, allowing administrators to identify both active and inactive users. Data within the column has been backfilled until April 2020.
Platform
Interaction Content Search Improvements
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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This page will now entirely replace the Call Recordings page. See the Call Recording Search - Retired section later in this page for more details.
For more information about Interaction Content Search, see Interaction Content.
Beta/Early Access Program
Our Beta/Early Access Program gives some customers access to VCC enhancements that are still under development. Incorporating feedback from customers during the program allows us to continue improving these features, which ensures that every feature fulfills its purpose in a range of different
environments. All customers using features in the Beta/Early Access Program must agree to participate in the feedback process.
If you are interested in gaining access to a feature in the Beta/Early Access Program, contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Screen Recording Desktop Application (Beta)
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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In this Beta program we will be offering a desktop application to record the screen(s) instead of a Chrome Plugin.
Analytics Dashboards (Limited Early Access)
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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This feature is now open for limited early access for any customers on the CX Express or CX Elevate packages. Contact our Account Management team to discuss early access in more detail.
User Admin API (Limited Early Access)
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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Contact our Account Management team to discuss early access in more detail.
Important announcements
Locations not Clouds
VCC Express | CX Express | VCC Essentials | CX Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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This change will also be reflected in the VCC Uptime page, and VCC Status page and alerts.
Enable Automatic Deletion - Reminder
In the Winter ‘21 release we provided the ability for administrators to review and enable the automatic deletion of their interaction content (call recordings, transcripts, and so on). The majority of users have completed this, but a significant number are still outstanding.
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If you need to enable automatic deletion, admins will be presented with a notification upon login, as shown below.
Log a Call is now Voice Only
The Log a Call feature was originally designed to provide agents a quick and simple user interface to log the outcome for a call. The outcome was then saved against the activity record for that call in Salesforce.
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Feature Retirement
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Real Time Admin Functions - Retired
Over the past several releases, the functionality offered within User Admin has achieved parity with Real Time admin functions, and in many areas surpassed it. Support for the Real Time admin functions will be retired on September 6, 2021. All users must migrate to User Admin.
The ‘agents’ and ‘groups’ buttons will be removed. All other functions, such as changing agent states and call monitoring will continue to be supported within Real Time.
Skills Management - Retired
User Admin will replace Skill Management. User Admin has parity features and the advantage of supporting skill levels and bulk changes. Following this release, users of Skill Management will initially be redirected to User Admin.
Skills Management will be turned off globally on September 6, 2021. All users must migrate to User Admin.
Call Recording Search - Retired
The Call Recordings search has been replaced by the Interaction Content search. This new page provides access to all interaction content types; such as call recordings, categorization results, transcripts, and so on. Following this release, users of the Call Recordings search will initially be redirected to the Interaction Content search.
The Call Recordings search will be turned off globally on September 6, 2021.All users must migrate to the Interaction Content search.
Internet Explorer 11 - Retired
In the Summer ‘20 release we issued an intent to deprecate IE 11 support on January 1, 2021. On that date, support for IE11 was formally deprecated within the VCC product.
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All users must immediately migrate to a supported browser version, as detailed in our technical prerequisites.
Support for Excel 2000 and 2003 formats within Stats and Reports - Retired
In the Spring ‘20 release, we deprecated support for Excel 2000 and 2003 formats within Stats and Reports Profiles. Following this release, all existing and new Stats and Reports profiles will run in CSV format instead of Excel.
SOAP Interaction applet - Deprecated
The SOAP Interaction applet is being removed. API requests to third party applications must use the Data Connector applet moving forward.
Projected Retirement date: Winter ‘22 Release
Conversation Analyzer Dashboard (Einstein Analytics) - End of Life
A Salesforce Einstein dashboard package for Conversation Analyzer was introduced as a pilot and did not go GA. This pilot and package are being withdrawn.
Insights Stats API - Agent Summaries and Queues - Deprecated
The GET /agent-summaries and GET /queues endpoints available within the Insights Stats API are now deprecated. These have been replaced with the more detailed endpoints GET /interactions and GET /agent-activities.
Projected Retirement date: Winter ‘22 Release
Interaction Content API - Version 2 - Deprecated
In Spring ‘21 we introduced Interaction Content API Version 3. Within this release we are formally deprecating support for Version 2 of that API. All customers should plan a migration to the Version 3 of the API, which has the same capabilities (and more) with improved access permissions.
Projected Retirement date: First half 2022
Salesforce Managed Packages
The following packages and earlier versions will be deprecated.
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* These packages will be retired from Winter ‘22
Salesforce Log a Call
The Log a Call UI is an interface most Salesforce agents use to log call information regarding their most recent interaction. The UI can be configured to be used on the page layout, utility bar or within the quick actions in Salesforce Classic.
Classic Support - Deprecated
The ‘Log a Call’ interface will receive no further enhancements in Salesforce Classic, either in the quick actions tab or in the utility bar and will be considered deprecated. We will not be taking steps to remove this functionality from future packages for customers who have not yet migrated to Lightning.
Projected Retirement date: pending
Page Layout support for Lightning Console Apps - Deprecated
The Log a Call interface can be hosted on either the page layout or the utility bar.
From Summer ‘21 we will consider configuration on the page layout, specifically for console apps in Lightning, deprecated.
Projected Retirement date: Winter ‘22
Copy Interaction Plans - Deprecated
There is a function in Interaction Architect which allows system administrators to copy entire call plans from one line over to another. Within this release we are formally deprecating this functionality as it has been superseded by superior change management within the Interaction Plan Management feature, released in Spring ‘21.