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Enhancement to paid-for feature
General Availability Features
Vonage Premier for Service Cloud Voice
Supervisor barge-in 
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When a supervisor clicks Monitor on an active call, in addition to viewing the conversation entries (and real-time transcription), the supervisor can join and listen in, muted. We now also offer the ability for the supervisor to barge in (unmuted) using the Conference button as shown in the image below. This is known as Join mode on the core VCC platform, in which the supervisor joins the call as a monitor, similar to being in a conference call. The supervisor can speak and be heard by the agent and the external participant.
ContactPad
Updated login for embedded ContactPad
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Vonage is introducing has introducted a new login process for ContactPad embedded within iFrames. This update aligns with changes in web privacy, including the phasing out of third-party cookies by browsers like Google Chrome.
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- Single login button: Users will see a streamlined login interface with a single button and any single sign-on options enabled.
- Pop-out authentication: A separate authentication window will appear appears on login and logout.
- Pop-up permissions: Users must enable pop-ups for Vonage on their first logout.
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This change is part of our ongoing commitment to user security and privacy, adapting to the latest web standards. For any queries or feedback, please reach out to Vonage support.
Administration
Virtual Assistant applet
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As part of setting up the Virtual Assistant applet, the admin should provide the virtual agent’s detail, define which parameters to send to and receive from the Virtual Assistant, and routing definitions as shown in the image below.
Menu - Tone applet updates
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Updated applet: As part of this release, we are adding have added capabilities from the new Announcer applet into the Menu Tone applet, providing the ability to reference WAV files, dynamic audio, and text-to-speech from within the Menu Tone applet for the first time. In addition, the Menu - Tone applet will be has been renamed to Menu applet.
‘Report a problem’ actions appear in Audit Log
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Audit Log — available within the VCC admin portal — has been extended and now logs when an agent clicks Send report in ContactPad. This enables admins and supervisors to view when agents report a problem within ContactPad.
WebRTC
Virtual Desktop Infrastructure support for ContactPad with WebRTC
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An increasing number of enterprise customers are using Virtual Desktop Infrastructure (VDI) to manage the environment contact center agents use on a daily basis. Using WebRTC with VDI can present challenges such as increased latency and packet loss, both of which reduce call audio quality. These challenges occur because audio is not routed directly to the agent and is instead routed through the remote desktop server.
With Since the release, Vonage will offer offers VDI support. To use a VDI, the agent should open a specific webpage in a browser on their local computer which enables WebRTC media to be routed directly to the agent. This will bypass bypasses the remote desktop server and avoids the problems caused when audio is not routed directly.
Headset controls for ContactPad WebRTC
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As part of the release, Vonage will offer offers headset control support for USB-connected headsets that are compatible with WebHID. Using a compatible headset means that agents will be able to can perform basic call controls even if they are in an application, window, or tab that does not contain ContactPad. Using WebHID means that no additional software will be required. Note that different headset models and manufacturers support different combinations of call controls.
Distinct reporting of WebRTC permissions issues
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This means that when a WebRTC connection fails, ContactPad will notify notifies the user about the nature of the issue, whether it is a connection or permission problem, and allow for this information to be distinctly tracked and analyzed within Analytics.
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This enhanced reporting capability will enable enables support teams to diagnose and address the root causes of connection failures accurately.
This feature is part of Vonage's ongoing commitment to providing robust and insightful communication tools, ensuring our clients have the necessary data to make informed decisions and maintain high-quality service standards.
Insights
Historical Analytics shows Virtual Assistant results
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Note that accounts using the existing Virtual Agent applet cannot view the basic analytics in Historical Analytics.
Team Monitoring
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With Team Monitoring, Vonage continues to demonstrate its commitment to offering robust, user-friendly solutions that empower supervisors, and enhance team performance in the ever-evolving landscape of customer communication and support.
Real-time Analytics user experience improvements
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Real-time Analytics access and navigation has been aligned with other insights products — Historical Analytics and Team Monitoring. Supervisors can access Real-time Analytics from within the Insights product area of Vonage Contact Center and view existing dashboards either in a list view or as tiles. If no dashboards appear, supervisors can initiate creating a new dashboard in the same way as they do in Historical Analytics and Team Monitoring.
Historical Analytics actions appear in Audit Log
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Audit Log — available within the VCC admin portal — has been extended and now includes logs of the actions made within Historical Analytics. From now on, it is possible to report on all the events of creating, editing, viewing, copying, and deleting dashboards. The audit logs contain the username who made the changes, together with the ID and the name of the respective dashboard. For the copy action, audit logs contain the ID and the name of both the source and the target dashboards.
Conversation Analyzer
Conversation Analyzer in Historical Analytics
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This is now available as GA after a successful pilot. This feature enables users to access insights generated by Conversation Analyzer within Historical Analytics. These insights will give users a more complete view of the overall customer experience and satisfaction. With the pre-built default dashboards showing analysis of the categorization data, users will be able to can instantly identify insights and trends, and assess their team’s compliance and product knowledge.
Platform
Infrastructure refresh in Asia-Pacific
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When migration has been completed, the telephony region will revert to the original naming of Singapore and Sydney. In addition, any references to Cloud 12 and Cloud 14 will be removed from the status page, and these locations will be referred to as Sydney and Singapore.
No action is required — agent telephony regions will be automatically migrated.
Interaction content storage in Canada (Montreal)
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Customers interested in using this new storage location in Montreal should contact their Vonage account manager or customer success manager. This direct engagement will facilitate a smooth transition and ensure that specific storage requirements are met.
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, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Webhook subscriptions
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Vonage is pleased to announce the continuation and expansion of the beta access to webhooks for the Vonage Contact Center (VCC). In this latest update, we introduce have introduced a user-friendly interface allowing admins to configure subscription URLs to receive webhook events via HTTP POSTs. This enhancement significantly simplifies setting up and managing webhook integrations, making it more accessible and efficient for administrators.
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Users participating in the beta are encouraged to explore these new features and provide feedback to help shape the future development of VCC webhooks. If you want to join the beta program, contact your Vonage account or customer success manager.
Feature Retirement
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Unite case routing (deprecated)
As announced in the Q3 release, we are continuing our plan to retire Unite case routing, with the product now being deprecated.
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Projected retirement date: Q3, 2024.
Call Parking (deprecated)
Call Parking is a complex feature that does not fit into many common contact center use cases. Few customers use this feature and the feature's complexity impacts the development of other in-demand Vonage Contact Center features, so we intend to retire Call Parking during the first half of 2024. Contact center admins and supervisors should start to consider alternative approaches and processes. If further support is required please reach out to your Customer Success Manager or Account Manager.
Projected retirement date: Q4, 2024.
DTMF call controls (deprecated)
DTMF call controls are a legacy, PBX-related feature from the first versions of Vonage Contact Center. Few customers use this capability today with all call controls available within ContactPad or Service Cloud Voice. We intend to retire DTMF call controls during the first half of 2024. Contact center agents using DTMF call controls should switch to using the on-screen controls within ContactPad or Service Cloud Voice to control calls. If further support is required, please reach out to your Customer Success Manager or Account Manager.
Projected retirement date: Q2, 2024.
Real Time (legacy) (deprecated)
With the announcement of Team Monitoring capabilities alongside our existing Real-time Analytics, we are formally deprecating our Real-Time (legacy) analytics platform. This strategic decision is a significant step in our journey towards offering more advanced, efficient, and user-friendly analytics tools for our customers.
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Projected retirement date: Q3, 2024.
Send HTTP Post applet (retired)
In early 2023, Vonage announced the deprecation of the Send HTTP Post applet. We are officially retiring this applet.
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Retirement date: March 1, 2024.
ContactHub (retired)
In early 2023, Vonage announced the deprecation of the ContactHub. We are officially retiring this service.
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Retirement date: March 1, 2024.
Inspire (wallboards) (retired)
Inspire will no longer be provided by Vonage as a product and we are announcing its deprecation. Our native dashboards provide you with the ability to have wallboard functionality. The data that Vonage Contact Center inserts into Salesforce that Inspire consumes will continue to be passed to Salesforce.
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