Page Comparison

Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.

The Call Recordings Interaction Content area of Vonage Contact Center contains all the call recordings for your account. For information about the Call Recording the Interaction Content area of Vonage Contact Center, see Call RecordingsInteraction Content.

...

Each account can have a default language which defines the value of Language at the beginning of the call.

...

Every inbound line in your account can have an associated language. The language configured for an inbound line overrides the account's default language. When a call arrives, if the line has an associated language, Vonage Contact Center sets the value of Language to the line's language. If the line does not have an associated language, the value of Language is unchanged from the account's default language.

...

Every callback number in your account can have an associated language. The callback number's language overrides the account's default language. When an agent makes a call, if the outbound call's callback number has an associated language, the value of Language is set to that language. If the callback number does not have an associated language, the value of Language is unchanged from the account's default language.

...

Each account can have a default categorization profile which defines the value of ConversationAnalyzerProfile at the beginning of the call.

...

Every inbound line in your account can have an associated categorization profile. The profile configured for an inbound line overrides the account's default profile. When a call arrives, if the line has an associated profile, Vonage Contact Center sets the value of ConversationAnalyzerProfile to the line's profile. If the line does not have an associated profile, Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.

...

• Data Connector applet. To set ConversationAnalyzerProfile using a Data Connector applet, you must use the Web Service interface and define your interaction definition or template accordingly. For information about using a Web Service interface, see Retrieving data from and sending data to a Web Service.
• Set Data Source applet. For information about using the Set Data Source applet to set the categorization profile, see Overriding the language and categorization profile for transcribing and categorizing audio recordings.

As the call is routed through such applets in the interaction plan, the applets update the value of ConversationAnalyzerProfile. If the interaction plan has no applets that update ConversationAnalyzerProfile, the value is unchanged.

...

Every callback number in your account can have an associated categorization profile. The callback number's categorization profile overrides the account's default profile. When an agent makes a call, if the outbound call's callback number has an associated profile, Vonage Contact Center sets the value of ConversationAnalyzerProfile to the callback number's profile. If the callback number does not have an associated categorization profile, Vonage Contact Center uses the default value of ConversationAnalyzerProfile for the account.

...

Conversation Analyzer Analytics

If enabled for your account, you can use Conversation Analyzer Analytics in Salesforce. The Conversation Analyzer Analytics feature analyzes your Salesforce CRM data seamlessly with data from your Vonage Contact Center account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when.

To use Conversation Analyzer Analytics, you must have:

• Integrated your Vonage Contact Center account with Salesforce
• Enabled Einstein Analytics in your Salesforce org
• Installed and configured Vonage Contact Center's Advanced Reporting and Statistics package in Salesforce

...