Configuring headset control in Vonage Premier for Salesforce Voice
Overview
The headset control feature in Vonage Premier for Service Cloud Voice enables agents to control WebRTC calls using the buttons on compatible headsets. For agents to use a headset to control a WebRTC call in Vonage Premier for Service Cloud Voice, you must add a voice extension to the Omni-Channel widget or utility.
Prerequisites
To control WebRTC calls using a headset:
You must install version 24.141 or later of Vonage Premier for Service Cloud Voice
Agents must use Vonage Premier for Service Cloud Voice in a virtual desktop. For information about using Vonage Premier for Service Cloud Voice in a virtual desktop, see Using Vonage Premier for Service Cloud Voice with WebRTC in a virtual desktop.
Configuring the voice extension
For information about configuring a voice extension, see Configuring a voice extension in Vonage Premier for Service Cloud Voice.
For information about controlling a WebRTC call in Vonage Premier for Service Cloud Voice, see Controlling a WebRTC call in Vonage Premier for Service Cloud Voice using a compatible headset.
In-page headset configuration
Please note
The following steps are performed in both Salesforce and SCV. Unlike standard setups, the steps performed in Salesforce are specific to the SCV workflow and are not covered in the Salesforce documentation.
Audio Control Migration
Standard Users: Use the in-page headset controls for all audio configurations. Use of the Virtual Desktop Interface (VDI) headset configuration tool is now deprecated for non-VDI environments.
VDI Users: The VDI headset configuration is only for users operating within a native VDI environment.
Legacy Users: If you are an existing user currently using the VDI configuration tool only for headset management, you must migrate to the in-page controls.
Action required
Please contact Technical Support for assistance with the migration process to ensure a seamless transition to the supported audio interface.
To perform in-page headset configuration:
Go to Salesforce > Omni-channel settings > Headset controller.
Click the Set Headset Controller button.
Refresh the page in SCV.
Connection status
SCV indicates your current connection status with one of the following messages:
Message | Action |
|---|---|
No Headset Controller device set | Set a device and refresh the page to begin. |
Headset Controller device set | No action is required. |
Multiple Headset devices are connected | Ensure only the primary device is connected. To do this:
|