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- When the agent changes their state in ContactPad, their presence status updates in the Salesforce Omni-Channel widget
- When the agent changes their presence status in their Omni-Channel widget, their state updates in ContactPad
- When the agent logs in to ContactPad, the agent goes into an online presence status in the Salesforce Omni-Channel widget
- When the agent logs out of ContactPad, the agent goes offline in the Salesforce Omni-Channel widget
- When the agent goes offline in Salesforce Omni-Channel, the agent logs out of ContactPad
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When Salesforce assigns a chat to an agent, and auto-acceptance is enabled, the agent's state in ContactPad automatically changes to Busy Inbound. If auto-acceptance is not enabled, the chat shows as Alerting in ContactPad until the agent accepts it in the Omni-Channel widget. You can optionally configure changing the agent's state in ContactPad to Busy Inbound whenever the agent's presence status in the Omni-Channel widget is updated to a busy status. For more information, see Integrating with Salesforce Omni-Channel presence. |
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When using external routing, an agent can transfer cases to another agent or an interaction plan using ContactPad.
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Currently agents can transfer only cases; no other object types can be transferred. |
For information about integrating with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center.
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ContactPad with multi-interaction routing
When multi-interaction routing is available in your account, agents will notice some changes in ContactPad. For information about ContactPad, see Overview of ContactPad. With multi-interaction routing, agents can work on multiple interactions—of different interaction types—at the same time.
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Queue information panel
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If enabled, you can configure optimum load settings for your account. For information about configuring optimum load for your account, see Configuring multi-interaction routing.
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The optimum load feature does not work if either of the two interrupt toggles have been enabled: |
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If cross-media consult is enabled for your account, an agent can consult with a third party while they are handling a semi- or non-live interaction. The third party could be another agent or someone on another phone number. The agent always performs the consult using a phone call.
For information about using cross-media consult, see Using multi-interaction routing.
Transferring interactions
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