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Interactions in Salesforce and VCCInteraction types
VCC makes different routing decisions based on the interaction type. Agents can perform different tasks on an interaction based on its type. Salesforce objects, work items, and interactionsSalesforce uses different terminology for the items known in VCC as interactions:
The Salesforce record may be a web chat or a case that arrive in Salesforce through Live Agent or email respectively. Defining a service channel in Salesforce for a Salesforce object enables Salesforce to route records of that type and makes such records into work items. |
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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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With external routing, VCC can route all types of interactions—live (such as phone and video calls), semi-live (such as web chats) and non-live (such as emails). For more information about interaction types, see Interaction types.When Salesforce external routing External routing can also route custom objects. Custom objects are routed in the same way as cases and are treated as non-live interactions.
When Salesforce external routing is enabled, configured and integrated with your VCC account, when a record of a configured type of Salesforce object arrives in or is created in Salesforce, Salesforce routes the corresponding work item to the configured named route in VCC.
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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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For information about integrating with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center.
Multi-interaction routing
When you have configured omni-channel for VCC, VCC can route multiple interactions to an agent. The agent can work with those interactions at the same time. The number of interactions that an individual agent can work on depends on the available capacity of the agent.
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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Live interactions
Agents can transfer live interactions to another agent, number, queue or service in the normal way using ContactPad. For information about transferring live interactions, see Making and receiving calls in ContactPad.Semi-live interactions
Agents cannot currently transfer semi-live interactions.Non-live interactions
Agents can transfer a non-live interaction to another agent or service. For information about transferring a non-live interaction to another agent or service, see Using multi-interaction routing.
Note If cross-media consult is enabled for your account, agents might also be able to consult with another agent, number, queue or service before transferring.
An agent can transfer cases and custom objects to another VCC agent or a VCC interaction plan using ContactPad, or to VCC agents or Salesforce queues by changing the Case Owner field in the case record or Owner field in the custom object record. Changing the case or custom object owner to a Salesforce queue that is configured to use external routing triggers Salesforce to reroute the case using external routing. For more information, see Transferring a case or a custom object.
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Currently agents can transfer only cases and custom objects; no other object types can be transferred. |
Agent Availability API
This API provides information on the availability of a customer's agents. The suggested use includes a customer using this API on their website to only show the live chat button when an agent is available. For more information on the Agent Availability API see the the API documentation site.
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