Q2 '23 release

 Platform-wide feature

 Optional feature

General Availability Features

Service Cloud Voice

Download debug information 

Service Cloud Voice relies on Salesforce and Vonage communicating successfully. Occasionally there may be an issue with communication due to, for example, network issues.

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.

Open

Voicemail drop 

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)  

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 

Previously, the ability to route Salesforce custom objects was available only through the pilot scheme.

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 

Another enhancement to external routing in Q2 '23 is the ability for a Salesforce case to be routed more than once.

Previously, after a case had been routed to an agent, the agent had to use ContactPad to transfer the case. They could transfer only to another agent or to an interaction plan in VCC.

Now the agent can transfer in a different way and re-route cases using external routing. The agent can select the new owner — an agent or a Salesforce queue — in the Case Owner field within the case record. Changing the case owner to a Salesforce queue that is configured to use external routing triggers Salesforce to reroute the case using external routing.

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 

Using Connect, a supervisor can create dial lists. A dial list is a list of pending, active, completed, or skipped calls. Managing these existing lists can be cumbersome — for example, to update a filter, a supervisor must delete other filters.

From Q2 '23, administrators can edit dial list filters inline.

VCC-VBC Integrated Experience

VBC transfer to VCC interaction plans 

Previously, if a VBC user wanted to transfer a call to a VCC queue they could not see VCC queues in the directory. The user couldn't click to dial and had to instead dial a PSTN number.

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 

Organizations using Microsoft Teams can benefit from the application-level integration between VCC and Teams. Agents can see and consult with available Teams users — who have a Teams Phone Standard license and a phone number — in the VCC address book.

Previously, to contact a non-user entity (such as auto attendants and call queues), an agent needed to manually dial the phone number assigned to that entity.

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) 

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 

In Q2 '23 we released a long-awaited and highly requested feature for Visual Engagement — the ability to record Visual Engagement interactions.

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 

Another highly anticipated feature for Visual Engagement was the ability to change the branding of the video interaction. Since the Q2 '23 release, this is now possible.

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 

Within the Q2 '23 release, we introduced a new Licenses tab into User Admin. In the read-only Licenses tab, account admins can view current license usage against their contracted allowance. Together with filtering capabilities, admins can quickly and easily get a list of all users assigned with a specific license.

By default, all accounts will see two products — VCC and Analytics.

User password management 

Previously only supervisor and administrator users could manage their passwords in User Access. Agents could not change their passwords and they had to follow the Forgotten your password steps.

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 

From Q2 '23, VCC administrators can select a custom state as the initial login state for agents.

This feature enables agents to enter custom states such as Initial Login before manually entering a Ready state and gives them time to prepare before any interactions are delivered.

In addition, manual wrap has been removed as an option within the initial login state.

Time zone support within IVR Data Collector 

By default, VCC previously displayed the data and time information for data collected in the IVR using the user’s local server time zone. However, this wasn’t always the same time zone as the user looking at the data.

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