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NewVoiceMedia's Global Voice Assurance feature enables a global organization to work as one team.

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For information about setting an agent's telephony region, see How do I set telephony regions for agents? in Configuring individual users (User Admin) or Setting the telephony region for an agent (Real Time).

To make use of Global Voice Assurance for inbound calls, you must configure your call plans to use a Universal Contact Distributor (UCD) applet. For information about how to configure a call plan for use Global Voice Assurance, see Creating a call plan to use Global Voice Assurance.

Note

Your NewVoiceMedia platform account must be set to display telephone numbers in international format. For information about setting the telephone number display format, see Editing System Settings.

If you are using Click to dial in NewVoiceMeda in Salesforce, all phone numbers must be in +E.164 format. For information about Click to dial and +E.164 format, see Click to dial and Telephone number formats in NewVoiceMedia Vonage Contact Center in Salesforce.