Enhanced Omni-Channel Routing in Vonage Premier for Salesforce Voice
Using Vonage Premier for Salesforce Voice, you can benefit from Enhanced Omni-Channel Routing, a Salesforce Feature.
For information about enhanced omni-channel routing, see Upgrade to Enhanced Omni-Channel (Salesforce Help). For information about configuring enhanced omni-channel routing, see Configuring Enhanced Omni-Channel Routing for Vonage Premier for Salesforce Voice.
Known limitations
Limitation | Interaction type | Detail | Workaround |
|---|---|---|---|
Duplicate work items | Call/Message | If the omni-channel utility bar widget and sidebar are both present in the app you are using it can cause issues with Salesforce's UI Outbound Calls → it is more than likely that multiple work items will be created in the inbox for the same call. Inbound work items→ will show at least 2 acceptable work items. Omni Supervisor view → Will show the agent with an elevated capacity, multiple active work items that can be monitored and only one of them with work item information, the rest "Loading..." | Only have one of the Omni-Channel options enabled in an app at a time, Utility Widget, OR sidebar. |
End chat | Message | Clicking End Chat is currently bugged in Salesforce, preventing us from releasing an agent from the interaction. This leaves them stuck in Busy Inbound in VCC. | Being addressed in SF Case #470216993 |
Supervisor barge-in | Call | When a supervisor barges in to a call, the agent is informed that a supervisor has joined the call. Currently, Salesforce will show the same toast when the supervisor leaves the call | None at the moment |
Supervisor monitoring | Call | When a supervisor monitors an agent, the agent no longer sees that the supervisor has started monitoring in their conversation panel | Send a whisper message to the agent you are supervising to inform them of your presence in the interaction |
External routing | Call | External routing is not supported with Enhanced Omni-Channel yet. | None at the moment |