In Winter '19 we released the following features:
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For more information about call history, see Call history in ContactPad.
Voicemail in ContactPad
If enabled for your account, agents can use the voicemail feature in ContactPad. Using the voicemail feature, an agent can perform the following tasks:
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For more information about voicemail in ContactPad, see Voicemail in ContactPad
Personal queue decline
A personal queue is a queue to which interactions that only the assigned agent can handle are routed. The specified agent might be the agent who previously handled a related interaction or a VIP customer's designated contact. If the agent is unable to answer a call in their personal queue—if they are working on another call or interaction at the same time—and if enabled for their account, the agent can decline the call in their personal queue.
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If the Consult to Queue feature is enabled for your account, an agent can consult a queue or service about a call. Consulting to a queue or service puts the original caller on hold. The agent waits in the queue or service for an agent servicing that queue or service to become available. Consult to Queue enables the original agent to get assistance with the call, or to introduce and pass on information about the caller to the consulted agent.
Documentation
For more information about consulting to queue, see Consult to Queue.
Improved Disaster Recovery (DR) for NewVoiceMedia (NVM) User Logins
Improved DR for NVM User Logins is a platform enhancement which provides a number of key benefits:
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The Salesforce Omni-Channel presence integration feature is now supported in Salesforce Lightning Experience as well as in Salesforce Classic.
Documentation
For information about Vonage Contact Center omni-channel solution.
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Documentation
For more information about cross-media consult and multi-interaction routing, see Vonage Contact Center omni-channel solution.
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Using cross-media consult
Documentation
For more information about cross-media consult and multi-interaction routing, see Vonage Contact Center omni-channel solution.
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Conversation Analyzer enhancements
The Winter '19 release includes the following Conversation Analyzer enhancements:
Conversation Analyzer API
Previously, the conversational insights generated by Conversation Analyzer were only available in Salesforce, using Advanced Reporting and Statistics. Now, in conjunction with the Stats API, a new publicly-accessible API—Conversation Analyzer API—exposes that information. By integrating with the Conversation Analyzer API, other—non-Salesforce—CRMs can take advantage of Conversation Analyzer. The latest version of Advanced Reporting and Statistics also uses the Conversation Analyzer API. For more information about the Conversation Analyzer API, see Conversation Analyzer API.North American Spanish
Conversation Analyzer now supports North American Spanish, for predominantly US Spanish speaking users as well as Mexico and Central America. The intent is to be as diverse as possible and to include audio from as many North American Spanish speaking counties as possible. For information about supported languages, see Overview of Conversation Analyzer.
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NewVoiceMedia’s Agents Availability API enables you to query the availability of agents based on required skills. Agent availability is grouped by the following presence categories: Ready, Away, Extended Away and Logged Out.
Documentation
For more information about the API, see Agents Availability API.
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