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For information about using Service Cloud Voice features, see Help Customers on the Phone (Salesforce help).

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Making and receiving calls

Using SCV with VCC you can make and receive calls.

To make an outbound call using SCV, click a phone number in a Salesforce record, or enter the phone number in the Omni-Channel utility.

When an inbound call is routed to you by VCC, the call appears in the Omni-Channel utility in Salesforce.

While connected to an inbound or outbound call, you can work with that call in the Omni-Channel utility. You can mute the call, put the call on hold, record the call, and so on. For information about making and receiving calls in SCV, see Answer and Make Calls (Salesforce help).

Consulting, transferring, and conferencing (or merging) calls

When using SCV with VCC, you can consult, transfer, and merge calls.

While on call, you can add another agent to consult with them about the call. To do so, click Add Caller and select an agent from the list of agents and interaction plans. This puts the original call on hold while you are connected to the agent chosen from the list. You can then either swap between original call and consult, end the consult, perform a warm transfer to the other agent (by leaving the call yourself), or combine the original call with the consult. Combining the calls is known as merging in SCV—merging is called conferencing in VCC.

Alternatively, you can do a cold transfer of the call to a VCC interaction plan. To do so, click Add Caller and select an interaction plan from the list of agents and interaction plans. The call is immediately transferred to the interaction plan.

For information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help).

With external routing

If external routing has been enabled for your account, in addition to phone calls, you can transfer the following interaction types:

• Chats. Use the transfer button in the chat interface to transfer a chat to any of the following. For information about transferring a chat, see Transfer Chats (Salesforce help).
  

  • A user

  • A chat button

  • A Salesforce queue

  • A Salesforce skill

• Cases. You can transfer a case by changing the case owner to one of the following. For information about transferring a record by changing the record's owner, see Change a Record’s Owner (Salesforce help).

  • A user

  • A Salesforce queue

Transcription

If SCV and transcription are enabled for your account, Vonage transcribes your calls. Transcription turns your customer's and your speech into text in real time. During a call, the transcript appears in the call's voice call record so you can see the transcription text alongside customer data.

Using WebRTC with Vonage for Service Cloud Voice

For information about using Service Cloud Voice features, see Help Customers on the Phone (Salesforce help).