Vonage Contact Center feature retirement
Product Name Change Notice
These release notes were written prior to a Salesforce product name change. Where Service Cloud Voice is referenced in this page, the product is now called Salesforce Voice.
Please also note that the Vonage package name Vonage for Service Cloud Voice has not changed and remains the same throughout current documentation.
Overview
Along with the exciting new functionality added to the product with every release, we’re also working to retire older parts of the product. The removal of functionality within our product is completed in these stages:
Stage | Description |
|---|---|
Intent to deprecate | This is an optional stage that gives users early warning of our intent to deprecate functionality. It’s most commonly used when an alternative is announced and gives users the ability to migrate ahead of the functionality becoming deprecated. At this stage, we encourage customers to stop using the mentioned product functionality and migrate to an alternative. |
Deprecated | This indicates that a piece of functionality is no longer supported. The functionality will continue to work, but no new enhancements or bug fixes will be made (with the exception of security vulnerabilities) and new functionality may not be compatible. We commonly announce the projected retirement date when deprecating. At this stage, customers must stop using the mentioned product functionality and migrate to an alternative. |
Retired | After the retirement date, the functionality will either cease working entirely or become completely unsupported. |
Features
Feature | Deprecation date | End of Life date |
|---|---|---|
Deprecated features | ||
Manual Wrap |
| Q1 2026 |
ContactHub | Q1 2023 | Q1 2024 (projected) |
Motivate (Gamification) | Q4 2022 | Q2 2023 (projected) |
Inspire (Wallboards) | Q4 2022 | Q2 2023 (projected) |
User Admin API - Version 2 | Q2 2022 | Pending |
Interaction Content API - Version 2 | Summer 2021 | Pending |
Retired features | ||
Single-interaction ContactPad | Q3 2025 (projected) | Q1 2026 |
Salesforce Notes |
| Q1 2026 |
SFTP for call recordings |
| Q1 2026 |
Download call recordings (SFTP) | Spring 2021 | April 2, 2025 |
Real Time (legacy) | Q3 2024 | March 28, 2025 |
Multi-interaction ContactPad | Q3 2024 | Q2 2025 |
Unite case routing | Q3 2024 | Q4 2024 (projected) |
Native Webchat | n/a | Q4 2024 |
Call Parking | Q1 2024 | June 30, 2024 |
DTMF call controls | Q1 2024 | June 30, 2024 |
Visual Engagement: SMS invite mechanism |
| Q3 2024 |
Statistics API (V0) | June 30, 2024 | |
Insights Stats API - GET /agent-summaries | Summer 2021 | Q4 2024 |
Insights Stats API - Version 2 | January 1, 2024 | |
Stats and Reports | Q4 2023 | October 31, 2023 |
CRMLite | Q1 2023 | Q2 2023 |
User Access permission management | Q4 2022 | Q1 2023 |
Classic User Admin |
| Q3 2022 |
Subset of User Access functionality |
| Q3 2022 |
Screen Recording Chrome extension | Q1 2022 | Q3 2022 |
Cadence |
| Q2 2022 |
Copy interaction plans | Summer 2021 | Q1 2022 |
Salesforce Log a Call - Page Layout support for Lightning Console apps | Summer 2021 | Q1 2022 |
Salesforce Log a Call - Classic support | Summer 2021 | Q1 2022 |
Call Recordings (search page) | Summer 2021 (September, 6, 2021) | |
Spring 2021 | Summer 2021 (September, 6, 2021) | |
Skill Management | Summer 2021 (September, 6, 2021) | |
Microsoft Internet Explorer 11 | January 1, 2021 | Summer 2021 (September, 1, 2021) |
Support for Excel 2000 and 2003 formats within Stats and Reports | Summer 2021 | |
Agent PINs |
| |
Applets
Applet | Deprecated | Retired |
|---|---|---|
Deprecated applets | ||
Dialed Number Router | Q4 2024 | TBC |
Retired applets | ||
Virtual Agent applet | Q2 2024 | Q4 2024 |
Announcement | Q4 2023 | Q4 2025 |
Check IVR Digit |
| Q4 2023 |
Check IVR String |
| Q4 2023 |
Router CLID |
| Q4 2023 |
CRM Based Router |
| Q3 2022 |
Router - Geographic CLID |
| Q3 2022 |
Queue - In Network |
| Q2 2022 |
Router - Stored Preference |
| Q2 2022 |
Set Stored Preference |
| Q2 2022 |
Transfer to PCI |
| Q2 2022 |
VoiceXML - Remote App |
| Q2 2022 |
SOAP Interaction applet | Summer 2021 | Q1 2022 |
CRM Call Connect Router |
| |
CRM Send SMS |
| |
CRM Take Message |
| |
Salesforce package deprecation and retirement
Package | Supported Versions | Deprecated Versions | Retired |
|---|---|---|---|
24.118 or higher | 23.108 or lower | 23.106 or higher | |
26.100 or higher | 25.104 or lower | 25.100 or lower | |
2.92 or higher | 2.91 or lower | 2.84 or lower | |
26.101 or higher | 25.102 or lower | 24.141 or lower | |
26.100 or higher | 25.140 or lower | 25.132 or lower |
These packages will be retired after the 2026.1 release