Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 3 Next »

Used in Vonage Contact Center omni-channel solution and Integrating with Salesforce Omni-Channel presence

  • When your agent goes offline in Salesforce Omni-Channel, NewVoiceMedia logs the agent out of ContactPad.
    Offline
  • When your agent logs in to ContactPad, your agent's status in the Salesforce Omni-Channel widget changes to 'Ready for cases'.
    Ready for cases
  • When your agent or Salesforce changes your agent's presence status to 'On a call' in their Omni-Channel widget, NewVoiceMedia updates the agent's state in ContactPad to 'Away'.
    On a call
  • When your agent or Salesforce changes your agent's presence status to 'Away from desk (temporary)' in their Omni-Channel widget, NewVoiceMedia updates the agent's state in ContactPad to 'Break'.
    Away from desk
  • When your agent or NewVoiceMedia changes your agent's state in ContactPad to 'Wrap up', the agent's presence status updates in the Salesforce Omni-Channel widget to 'Taking notes'.
    Taking notes
  • When your agent logs out of ContactPad, the agent goes offline in the Salesforce Omni-Channel widget.
    Logged out

  • No labels
Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.