Overview of Vonage Premier for Salesforce Voice

1 Overview
2 Pure and hybrid modes of using Vonage for Salesforce Voice
3 Limitations

Overview

Vonage Premier for Salesforce Voice integrates Vonage Contact Center (VCC) with Salesforce Voice. For information about Salesforce Voice and its benefits, see Service Voice (Salesforce help). Vonage Premier for Salesforce Voice enables Salesforce to deliver these benefits using VCC.

Your existing integration between Salesforce and VCC shouldn't change much and this integration continues to provide the existing benefits. Salesforce Voice just provides a possible alternative to how Salesforce and VCC work together to provide benefit to your contact center.

You can use Salesforce Voice with existing interaction plans, users, and contact numbers. We recommend that you review your VCC implementation to understand what changes need to be made to take advantage of Salesforce Voice. For example, you may want to associate the objects that currently pop with the new voice call object.

Windows Audio Exclusive Mode

Ensure that Exclusive Mode, found in the Windows Advanced Microphone Properties setting, is unselected.

Exclusive Mode can affect Vonage’s ability to access the microphone for WebRTC calls. Vonage does not have the ability to detect or change this Windows setting; this must be completed by the operating system’s user.

Pure and hybrid modes of using Vonage for Salesforce Voice

When you have configured your VCC account for Salesforce Voice, you can choose for all of your agents to use SV, or for some to still use ContactPad with the VCC and Salesforce integration. The different modes are:

Pure: All of your VCC agents are using Salesforce Voice.
Hybrid: Some your VCC agents are using Salesforce Voice and some are using ContactPad with the VCC and Salesforce integration.

The following features are available in the different modes:

Feature	Pure	Hybrid

Feature	Pure	Hybrid
SV Voice Call object creation for voice calls
Task creation for voice calls
Presence mapping from SV to VCC		Presence mapping does not work in both modes simultaneously. For more information, see Presence mapping between SCV and VCC

Limitations

Vonage Premier for Salesforce Voice has the following limitations:

Call controls: Mute and DTMF digits are only supported for agents using WebRTC.
Agents cannot use DTMF to warm transfer interactions to an interaction plan. You must clear the Allow DTMF Transfer check box in interaction plans that agents can transfer interactions to.