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Platform-wide feature
Optional feature
General Availability Features
Service Cloud Voice
Download debug information
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To help with such issues, Salesforce allows Vonage to log messages from our Service Cloud Voice connector. The agent can then download these logged messages as a text file and share them as required. In Q2 '23 we added this capability to our Service Cloud Voice integration.
Voicemail drop
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Allowing an agent to leave voicemails for customers or prospects is a core part of the Vonage Contact Center platform. Agents can upload and manage voicemail messages they want to leave for customers and then drop the messages during a call. In Q2 '23 we added this capability to our Service Cloud Voice integration.
The configuration for managing and dropping voicemails in SCV is similar to that in the core VCC platform.
Change status while on a call (intended states)
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Setting the intended state for an agent is a core part of the Vonage Contact Center platform. An agent can set the state they want to be in when their current interaction ends. In Q2 '23 we added this capability to our Service Cloud Voice integration.
Salesforce Open CTI
Custom object routing becomes generally available
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This feature is now generally available following a successful pilot. Custom object routing enables a custom object in Salesforce to be routed just like a case. The object is also treated as a non-live interaction. This gives customers greater flexibility on what can be achieved with routing through VCC. In turn, this provides consistency and simplification as more processes can be routed by a single engine which is VCC.
Re-routing of cases in external routing
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The Case Owner field can be used to reroute cases in other ways too. For example, if a case is in the wrong queue, an agent or supervisor can change the owner of the case. Changing the case owner to a Salesforce queue (that uses external routing) will trigger Salesforce to transfer and route the case using external routing.
Filter management in Connect dial lists
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From Q2 '23, administrators can edit dial list filters inline.
VCC-VBC Integrated Experience
VBC transfer to VCC interaction plans
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Since the Q2 '23 release, a VBC user can see and search for VCC queue names in the VBC directory when selecting Blind Transfer. The user can select a VCC queue name as a transfer destination.
Microsoft Teams
Call or Consult Non-user Microsoft Teams Entities From the VCC Address Book
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Since the Q2 '23 release, these entities — which must have a Teams Phone Resource Account license and a phone number — have been included in the VCC address book along with available Teams users. The agent can now consult with them without manually dialing their numbers.
ContactPad
Extended automatic wrap (remove manual wrap)
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In Q4 '22, we changed how manual wrap is handled in single-interaction ContactPad and made it available in multi-interaction ContactPad. Instead of entering an unlimited manual wrap state, agents can manually extend their automatic wrap state an unlimited number of times. This extended wrap expires like automatic wrap if the agent stops extending it.
Previously the extended automatic wrap feature was available to only early access customers. Now administrators can turn on this feature for their account within Configuration in the VCC Admin Portal.
Visual Engagement recordings
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Video interactions are now recorded and added to Interaction Content where they can be accessed and viewed for up to 30 days alongside other interaction media. The ability to record the video interaction will enable businesses to understand what is being said by both the agent and customer during the interaction.
Customized Branding for Visual Engagement
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Supervisors and administrators can configure the branding of the video session. They can change the colors and logos which are shown during the video session. Branding the sessions helps customers ensure their brand is consistently and correctly shown when someone interacts with their business.
Administration
Tracking license assignment
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By default, all accounts will see two products — VCC and Analytics.
User password management
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Since this release, all users, including agents, can manage their passwords. This functionality has been added to the Account menu for all users in the VCC Admin Portal.
Custom states as initial login state
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In addition, manual wrap has been removed as an option within the initial login state.
Time zone support within IVR Data Collector
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Now, since Q2 '23, the local user can select the time zone they wish to view and download the data in.
Time zone support within audit logs
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Now, since Q2 '23, the local user can select the time zone they wish to view and download the data in.
Hide button for downloading interaction content
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From Q2 '23, we have hidden this button for all non-admin users. We added this capability to help improve call recording security. (If necessary, administrators can make the download button visible to all users.)
Auto-answer management for WebRTC users
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When an agent receives an inbound call, or makes an outbound call, by default the agent must accept the call to be connected to it. If the auto-answer feature is enabled for your account and the agent's account, agents do not need to click to accept the call before being connected. The agent is automatically connected.
Administrators can now enable auto answer at account- or agent-level for either inbound or outbound calls, or both.
Configure IT contact for account
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The Q2 '23 release added a new mandatory setting within account administration where VCC administrators must provide a list of IT contacts for the account. Vonage can use this list to ensure they notify the correct people and teams when they may need to update local infrastructure. If this setting is not correctly configured, administrators will be reminded each time they log in. When the setting is configured, administrators will be periodically reminded to confirm or update the setting.
Reporting
Table view support (Analytics)
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Since the release, users can select the display mode they want to use when viewing dashboards, with an option to have different modes for default and custom dashboards.
The selection is stored in the browser's local storage so when the user reopens Analytics in the same browser Analytics respects the previous display view selection.
Groups and skills support in default dashboards (Analytics)
| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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From Q2 '23, selecting specific agents to report on is easier and quicker. Using a Group filter, users don’t have to manually manage lists of agents in their reports. When an agent is added to or removed from a group, dashboards automatically update the list of included agents wherever the Group filter is applied.
Telecommunications
Access custom SIP headers within interaction plans
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To ensure that the custom SIP headers are available for interaction plans, the inbound call must be received over a direct SIP connection from the call origination point through our partner, GTT.
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.
Dataset (Various) Updates (Analytics)
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These changes are available to our early access customers only.
Team Dashboards (Beta Access)
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Team Dashboards will be a valuable tool for administrators and supervisors to manage their teams more effectively. We look forward to your feedback on this exciting new addition to our platform.
Important Announcements
Conferencing enabled for all accounts
Conferencing allows an agent to add a consulted party (agent or external party) into a call with a customer. The three parties can continue the conversation as a group. The original agent can decide to either transfer or disconnect the consulted party.
In the Q2 23' release, this capability was enabled for all accounts and is available on inbound and outbound calls.
Multiple voicemail drop to be enabled for all existing single voicemail drop customers
As of this release, all voicemail files have migrated over to the multiple voicemail drop feature, which is now generally available after being in Early Access in previous releases. All single voicemail drop customers will now automatically have multiple voicemail drop enabled.
An agent is able to upload or record up to 50 voice messages in ContactPad. They can optionally set one of the messages as the default. When on an outbound call, if the agent is connected to a voicemail, answering machine, or a customer, the agent can choose which message to drop. The agent can then hang up their phone. The outbound call continues until the message has finished playing and then disconnects.
Async announcements
As part of the Q2 '23 release, we rolled out an enhancement to the playing of announcements during interaction plans for all customers. Previously, most of a plan must have been loaded (including complex applets such as Data Connectors) before announcements would play. This could result in periods of silence while the applets were processed. This particularly affected complex interaction plans with large numbers of Data Connectors or customers using GVA. With the Q2 '23 release, we now play announcements immediately and subsequent applets can be processed in the background while they play, filling any silence.
Feature Retirement
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Stats and Reports - Intent to deprecate
During 2022 we released and continued to enhance the VCC Analytics product. All administrators now have access to Analytics. In 2023, the Analytics product will become the primary historical reporting tool and replace the current Stats and Reports product. Throughout the year, we will continue to add functionality to Analytics, ensuring it has parity and surpasses all Stats and Reports capabilities.
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Projected deprecation date: Q2, 2023.
Projected retirement date: Q3, 2023.
Salesforce managed packages
The following packages and earlier versions are deprecated.
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