Q1 '23 release

 Platform-wide feature

 Optional feature

General Availability Features

Service Cloud Voice

Configuration of automatic recording of outbound calls

Automating call recording for outbound calls is a core part of the Vonage Contact Center platform. It enables an agent making an outbound call to automatically enable or disable call recording based on either prefix- or field-based data. In Q1 ‘23 we added this capability to our Service Cloud Voice integration. The configuration for automating call recording for outbound calls in SCV is the same as for the core VCC platform.

For more information, see Automatic call recording for outbound calls in Vonage Premier for Service Cloud Voice.

Field-based callback number selection

Field-based callback number selection is a core part of the Vonage Contact Center platform. It enables an agent making an outbound call to automatically change their presented CLID using field-based data within Salesforce. In Q1 '23 we added this capability to our Service Cloud Voice integration. The configuration for field-based callback number selection in SCV is the same as for the core VCC platform.

For more information, see Field-based callback numbers in Vonage Premier for Service Cloud Voice.

Automating callback numbers for Click to dial using Apex

Automating callback numbers for Click to dial using Apex is a core part of the Vonage Contact Center platform. It enables an agent making an outbound call to automatically change their presented CLID using Apex code within Salesforce. In Q1 '23 we added this capability to our Service Cloud Voice integration. The configuration for Apex-based callback number selection in SCV is the same as for the core VCC platform.

For more information, see Apex-based callback numbers in Vonage Premier for Service Cloud Voice.

Setting the default callback number for outbound calls

Setting the default callback number for outbound calls is a core part of the Vonage Contact Center platform. It enables an agent making an outbound call to change their presented CLID by manually selecting a CLID from a list of CLIDs assigned to them. In Q1 ‘23 we added this capability to our Service Cloud Voice integration. The configuration for setting the available default callback numbers for outbound calls in SCV is the same as for the core VCC platform.

For more information, see Manual callback number selection in Vonage Premier for Service Cloud Voice.

Supervisor listen-in

Supervisor listen-in is a core part of the Vonage Contact Center platform. It enables a supervisor to listen in to an agent’s telephone call within Real Time. In Q1 ‘23 we added this capability to our Service Cloud Voice integration and supervisors will be able to listen within Salesforce’s Omni Supervisor panel. The configuration for supervisor listen-in is similar to the configuration for the core VCC platform.

Open

For more information, see Supervisor listen-in in Vonage Premier for Service Cloud Voice.

Dialer (Connect) for Service Cloud Voice

Dialer (Connect) embedded in Salesforce is a core part of the Vonage Contact Center platform. It enables a supervisor to create lists of contacts that they want agents to call directly from within Salesforce. In Q1 ‘23 we added this capability to our Service Cloud Voice integration. The configuration for the dialer in SCV is the same as for the core VCC platform.

For more information, see Connect (dialer) for Service Cloud Voice in Vonage Premier for Service Cloud Voice.

Salesforce Open CTI

Close status releases interaction in VCC

Since the Q1 '23 release, you have more flexibility on how External Routing operates with cases.

Previously, an admin user could configure the status a Salesforce case should be set to when an agent releases the corresponding interaction in ContactPad. This was a mandatory setting, but is now optional.

Since Q1 ‘23, an admin can also configure the Salesforce case status — or statuses — that trigger the interaction to be released in VCC.

Configuring these two settings saves the agent time — they only have to release the interaction in one system to release the interaction in the other. However, both settings are optional — if you want your agents to have more control over when interactions are released or what status interactions or cases are in, you can switch one or both settings off.

For more information, see Enabling Salesforce external routing in VCC in Configuring Salesforce external routing for Vonage Contact Center.

Agent assignment updates case status

Another External Routing feature in the Q1 ‘23 release enables admin users to configure the status of a Salesforce case which is updated when VCC assigns the related interaction to an agent. This saves time as the agent no longer has to manually update the status of the related case when they receive an interaction.

For more information, see Enabling Salesforce external routing in VCC in Configuring Salesforce external routing for Vonage Contact Center.

Log a Call auto linking

In the Q1 ‘23 release, we gave users a more convenient way of associating Salesforce records using Vonage’s Log a Call component.

Previously, users had to click the Link call to… button in Log a Call if they wanted to change the record that a call is associated with. Since the release, administrators can enable auto linking in Log a Call. Auto linking automatically relates the call with the record the agent is viewing as they navigate Salesforce. The call is associated with the last record the user has viewed for more than five seconds. The user can pause auto linking or overwrite the automatically linked record. If the administrator has restricted the objects to which a call can be linked, the auto linking respects this.

This feature is available to users only within Salesforce’s Lightning Experience and not in Salesforce Classic.

For more information, see Setting Log a Call to automatically link the call to the record in focus.

VCC-VBC Integrated Experience

Rationalized duplicate directory entries

Previously, when an agent wanted to transfer a call to a VBC user using ContactPad, the ContactPad address book showed all agents and all VBC user endpoints. This could result in duplicate entries.

Since Q1 ‘23, agents who are transferring a call using ContactPad see a single entity. When an agent transfers to another agent, ContactPad shows only the agents’ personal queues, filtering out agents' VBC extension entries. When transferring to a VBC user, the agent sees only a single entry for the VBC extension or a queue or group name.

For more information about transferring calls in ContactPad to a VBC user, see How do I consult with another party if I am using ContactPad within VBC? in Using Vonage Contact Center with Vonage Business Communications.

ContactPad

Multiple voicemail drop

Previously, agents were able to upload only a single voice message to drop when an outbound call is connected to its target number. This feature is known as single voicemail drop.

Since the Q1 ‘23 release , customers can request the new multiple voicemail drop feature. When enabled for their account, an agent can 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.

Currently the feature is enabled only on request, but during 2023 we plan to enable it on all accounts after an appropriate notice period to allow your agents to be trained.

When multiple voicemail drop is enabled, existing single voice message files will be migrated.

For more information about multiple voicemail drop, see Quick voice messages in ContactPad.

Screen lock refresh

In the Q1 ‘23 release, we updated the Screen Lock for Vonage CC Google Chrome extension. Previously, an agent set the state that they would be in after their screen locks within the extension itself. Now the agent must set this state within ContactPad settings.

If the extension is not installed, a link appears.

For more information, see ContactPad with Screen Lock for Vonage Contact Center.

Administration

Clone user

Previously, admin users could not duplicate existing VCC users and their settings. When a new agent joined the team or a new supervisor took over responsibilities from another supervisor, the admin user had to create a new user and configure all the same settings — including feature, group, and skill permissions — manually.

In the Q1 '23 release, we introduced a new clone user feature in User Admin. Admin users can now clone an existing user. They must provide a few unique properties — a username, name, email address, and, for users with voice, a telephone number. All remaining settings are copied from the existing user to the new one. This functionality improves efficiency and significantly reduces time to create and manage users.

The admin user can clone from existing active users or from template users. Admin users can create template users and configure them with the most common settings; these template users should be archived so as not to use up an available license.

Open

For more information, see How do I clone an existing user? in Configuring individual users.

Reporting

Include inactive ongoing interactions (Dashboards)

Within the real-time Dashboards, the Interaction Details widget provides a detailed view of all interactions active within the timeframe filter. Since the Q1 ‘23 release, dashboard users have been able to extend the timeframe and to include ongoing interactions that have been inactive in that timeframe.

This feature is particularly useful for accounts processing non-live interactions that can remain in a queue or with agents for longer than the configured time frame.

For more information, see Filtering the data in your widget in Using Real-time Analytics.

Viewers can schedule delivery of dashboards (Analytics)

Previously, only an Analytics user with a creator license could schedule the delivery of a dashboard to users who do not otherwise have access to Analytics. The dashboards can be delivered to individual or multiple email addresses either immediately or on a regular basis.

Since Q1 '23, all Analytics users (those with viewer licenses in addition to those with creator licenses) can schedule delivery of dashboards to non-Analytics users.

Open

For more information, see Scheduling delivery of a dashboard in Using Historical Analytics.

Web APIs

Interaction Content API returns IVR audio recordings