| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
...
When using SCV with VCC, you can delegate routing decisions for inbound calls into VCC to Salesforce's Omni-Channel flows. When configured, VCC notifies Salesforce about applicable inbound calls. Salesforce then uses an Omni-Channel flow to determine which interaction plans or agents VCC should route the calls to next. You can optionally configure the flow to pop multiple records when routing the calls.
For information about configuring VCC to use Salesforce Omni-Channel flows to make routing decisions, see see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows.
...
This ensures that VCC and Salesforce don't assign interactions calls to Salesforce users and VCC agents who aren't available. It also means that VCC is able to report on the agent's activity within Dashboards and other reporting features. For information about mapping Salesforce presence statuses to and from VCC agent states, see the Mapping Salesforce user presences and VCC agent states section in Configuring Vonage for Service Cloud Voice.
| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
...
For information about desk phone support in Service Cloud Voice, see Use Desk Phones with Service Cloud Voice (Generally Available) (Salesforce help).
Queued callbacks
When using SCV with VCC, you can configure and use queued callbacks in the same way as you would in VCC. Callbacks appear in the Omni-Channel widget like a normal call. The voice call record shows that it is of type "Callback" so that agents know what type of call they are working with.
For information about the queued callbacks feature and how to configure it, see Queued callbacks and Setting up queued callbacks.
| Info | ||
|---|---|---|
| ||
When an agent, who is using a desk phone, picks up their phone to answer a queued callback, they will hear ringing until the customer answers the call. However, the queued callback call appears immediately to be in the Connected state. During this time, the agent cannot hang up the call. Controlling the call is possible only when the agent is connected to the customer. |
Prefix-based callback numbers
Using Vonage for Service Cloud Voice, you can configure Salesforce to present a callback number based on the prefix of the number that an agent dialed. For example, when making an outbound call to a geographical number, a callback number from the same geographical region can be automatically selected and then presented. For information about configuring prefix-based callback numbers, see Configuring prefix-based callback number selection.
| Info | ||
|---|---|---|
| ||
Prefix-based call recording is not currently available. |
Post unexpected or fault states
When using Vonage for Service Cloud Voice, unexpected or fault states in VCC are grouped together with other busy states and are mapped to the same busy presence status in Salesforce. An interaction that ended in an unexpected or fault state will therefore look the same as a successful inbound or outbound interaction. The agent that the interaction was routed to cannot see in their Omni-Channel widget or utility that they are in an unexpected or fault state.
When the unexpected or fault state times out, the agent's state changes, by default, to a ready state. This ready state will be mapped a ready presence status in the Omni-Channel widget or utility. Again, the presence status will not indicate that there was a problem with the previous interaction.
To show that the agent was in an unexpected or fault state in the Omni-Channel widget or utility, you must override the default settings and present a more meaningful presence status. To do this, you should perform the following tasks:
- Firstly, you should configure the timeout for unexpected or fault states to 1 second so that the agent's state changes as soon as possible. For information about configuring timeouts for groups of, or individual, users, see Max Unexpected in Configuring groups or various timeouts in Configuring individual users.
- Next you must set the state after the timeout to an appropriate state in VCC—you may need to create a new custom VCC state for this purpose. For information about configuring the state that an agent is in after their unexpected or fault state times out, see Changing post unexpected and fault state. For information about creating custom states, see Configuring agent states.
- Finally, map the VCC state to an appropriate presence status in Salesforce—again, you may need to create a new custom Salesforce presence status for this purpose. For information about mapping VCC states to Salesforce presence statuses, see Integrating with Salesforce Omni-Channel presence. For information about creating custom Salesforce presence statuses, see the Create presence statuses section in Configuring Salesforce external routing for Vonage Contact Center.
Limitation
| Note |
|---|
Vonage for Service Cloud Voice has the following limitations:
|
...