Overview of Vonage Premier for Service Cloud Voice
- Helen Griffith
Vonage for Service Cloud Voice integrates Vonage Contact Center (VCC) with Salesforce's Service Cloud Voice. For information about Service Cloud Voice and its benefits, see Service Cloud Voice (Salesforce help). Vonage for Service Cloud 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. Service Cloud Voice just provides a possible alternative to how Salesforce and VCC work together to provide benefit to your contact center.
You can use Service Cloud 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 Service Cloud Voice. For example, you may want to associate the objects that currently pop with the new voice call object.
Pure and hybrid modes of using Vonage for Service Cloud Voice
When you have configured your VCC account for Service Cloud Voice, you can choose for all of your agents to use SCV, 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 Service Cloud Voice.
- Hybrid. Some your VCC agents are using Service Cloud Voice and some are using ContactPad with the VCC and Salesforce integration.
The following features are available in the different modes:
| Feature | Pure | Hybrid |
|---|---|---|
| SCV Voice Call object creation for voice calls |  | |
| Task creation for voice calls |  | |
| Presence mapping from SCV to VCC | |
Presence mapping doesn't work in both modes at the same time. For more information see the Presence mapping between SCV and VCC section later in this page. |
Limitations
Vonage Premier for Service Cloud 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.
- Vonage Premier for Service Cloud Voice is not supported with Enhanced Omni-Channel.
For general assistance, please contact Customer Support.
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