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Vonage integration
Vonage rebrand
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During the week of April 6th, your Your NVM Contact Center will get has got a new name and a new look—but, other than new Spring '20 features, its functionality will stay has stayed the same. We wanted to let you know in advance, so you can tell your users. We’ll be sunsetting the NVM brandThe NVM brand has been sunsetted, so all our products and communications will now bear the Vonage brand. It’ll be It’s most obvious at log in, across your Admin Portal, and on ContactPad. And your The product name will change has changed to Vonage Contact Center—because the Vonage brand is all about being clear and straightforward in everything we do.
We have not updated some occurrences of ‘NewVoiceMedia’, ‘NVM’, ‘ContactWorld’, and so on, in our products and consequently in the documentation. Most of these occurrences are internal names used within our integration packages or in code. Changing these names could break existing integrations.
Vonage Contact Center and Vonage Business Communications integration
In the upcoming release, we will be This Spring we are integrating Vonage Contact Center (VCC)—formerly NewVoiceMedia—and Vonage Business Communications (VBC)—formerly Vonage Business Cloud. This integration will provide the following benefits:
Synchronization of presence, reflecting a user's availability to work with interactions in either platform
Shared directory of VCC and VBC contacts, making these contacts available in both platforms for consults, transfers, and conferences
Single interface, in which ContactPad is integrated with VBC desktop, for controlling calls
More information will follow shortly.
Sales
Salesforce High Velocity Sales (HVS) Integration
Spring '20 includes included HVS Integration which integrates Vonage Contact Center with Salesforce's High Velocity Sales (HVS) product. If enabled for your account, your agents can contact leads using ContactPad. Those leads can progress through the cadence process based on the outcome of calls made.
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The Screen Lock for Vonage Contact Center extension will update updates an agent's state whenever their computer locks—either manually, by the agent, or automatically, due to inactivity.
The agent will be able to can choose from Away, Extended Away or Log Out states, plus any minor states within them. Changing their state to one of these will prevent Vonage Contact Center from delivering interactions that the agent is unable to handle because their computer is locked.
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For more information, see ContactPad with Screen Lock for Vonage Contact Center (pilot documentation).
Telecommunications
CLI validation changes (UK)
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From Spring '20, existing WebRTC customers will be are being migrated to our own WebRTC implementation. Administrators will need to update firewalls to allow traffic from a new list of IP addresses. When configured correctly, agents will not notice any changes before, during, or after migration.
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Using ContactPad, from Spring '20 onward, agents will be able to can report any audio problems experienced during a call. Reportable problems include echo, distortion, delay, and so on. Any problems with inbound calls will be are viewable in Dashboards.
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For information about reporting audio problems, see Reporting audio problems (pilot documentation).
Recording
Auto pause/resume recordings when going on/off hold
CurrentlyBy default, when an agent puts a call—which is being recorded—on hold, Vonage Contact Center continues to record the call. Agents must manually pause and resume call recording before and after putting the call on hold if they wish to stop recording.
From Spring '20 and if enabled for your account, when the agent puts a call on hold, recording is automatically paused and then resumed when the agent retrieves the call.
For information about automatically pausing and resuming recordings, see Call recording.
Interaction Architect
Set Data Source enhancement
CurrentlyPreviously, administrators can could create one data source in each Set Data Source applet. In the Since Spring '20 release, the Set Data Source applet will enable administrators to administrators can create, or delete, up to 100 data sources using the Set Data Source applet.
For information about the Set Data Source applet, see Set Data Source applet.
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The scheduled logout feature, available from since Spring '20, ensures that agents are logged out at the end of their shifts, preventing Vonage Contact Center from routing interactions to agents who are not available to handle the interactions.
Agents will can still be able to log out and back in manually. If the agent needs to carry on working after the rule has logged them out, they can log back in to ContactPad in the usual way.
If an agent is handling an interaction when the rule tries to log them out of ContactPad, the rule will change changes the agent’s intended state to Logged Out. The rule changes the user's intended state regardless of whether the agent’s account is configured to use intended states. NewVoiceMedia automatically logs the agent out when they finish working on the interaction, including any automatic wrap up time.
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Custom unexpected and fault state timeouts (previously limited availability—generally available from Spring '20)
Currently Previously administrators can could configure the timeout period of unexpected and fault states at group level only. From Since Spring '20, administrators will be able to can configure custom timeouts at agent level for the following states:
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Advanced Reporting and Statistics in Salesforce
From Since Spring '20, the Advanced Reporting and Statistics package will be is generally available in Salesforce if enabled for your account.
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If data source data is available for interactions, from since Spring '20, administrators will be able to can configure their Vonage Contact Center account to make that information available as custom metrics in Dashboards. When configured, this information will is also be accessible through the Insights Stats API.
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Adding new languages to Conversation Analyzer
CurrentlyPreviously, Conversation Analyzer supports supported six languages. In the upcoming Spring release, this support will be was extended to handle twenty two languages.
The following languages will be supported
English (Global)
Bulgarian
Catalan
Croatian
Czech
Danish
Dutch
Finnish
French
German
Hungarian
Italian
Latvian
Lithuanian
Norwegian
Polish
Portuguese
Romanian
Slovakian
Slovenian
Swedish
Spanish
For information about which languages are now supported, see Overview of Conversation Analyzer.
Furthermore, English (Global) transcription will be has been improved.
Pilot
Global PCI
IVR secure payments
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Firstly, a Data Connector will obtain obtains cardholder data. The secure PCI Pal IVR service will then collect collects sensitive credit card information and transmit transmits that data to your merchant payment service provider for processing. The Data Connector can write transaction results into a backend system.
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