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Your existing integration between Salesforce and VCC should not change much, if at all, 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.
You can use Service Cloud Voice with existing interaction plans, users, and contact numbers. We recommend that you review your VCC implementation to understand what changes need to be made, if any, to take advantage of Service Cloud Voice. For example, you may want to associate the objects that currently pop with the new voice call object.
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Pure vs. hybrid modes of using Vonage for Service Cloud Voice
When you have configured your VCC account for Service Cloud Voice, you can choose for all of your agents to use SCV, or for some to still use ContactPad with the VCC and Salesforce integration. The different modes are:
- Pure. All of your VCC agents are using Service Cloud Voice.
- Hybrid. Some your VCC agents are using Service Cloud Voice and some are using ContactPad with the VCC and Salesforce integration.
The following features are available in the different modes:
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Transcription
If SCV is enabled for your account, Vonage transcribes agents' calls if transcription is enabled for individual agents. Call transcriptions appear in Service Cloud Voice in real time during the call. Vonage uses the Google Cloud Speech-to-Text API to transcribe the calls. Vonage can therefore transcribe calls in all the languages that the API supports. For a list of supported languages, see Language support (Google help).
External Routing
If SCV is enabled and configured in your account and you have integrated VCC with Salesforce external routing, agents can transfer chats to another agent or interaction plan using SCV.
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Currently agents can transfer only chats; no other object types can be transferred. |
For information about integrating VCC with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center. When an agent transfers a chat using SCV, they are presented with a list of Salesforce queues or agents they can transfer the chat to. If an agent selects a Salesforce queue, then this chat will flow through the corresponding interaction plan which that queue maps to. For more information on how to map a Salesforce queue to an interaction plan, see the Enabling Salesforce external routing in VCC section in Configuring Salesforce external routing for Vonage Contact Center. The interaction plan can tag the transferred chat with required skills and deliver it to the most appropriate agent.
Limitations
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Vonage for Service Cloud Voice has the following limitations:
- Call Controls: Mute and DTMF digits are only supported for agents using WebRTC.
- Only agents can be added as participants to calls. Consulting and transferring to interaction plans is not currently available.
In addition, Vonage for Service Cloud Voice does not support the following Service Cloud Voice features:
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