Page Comparison

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 Platform-wide feature

 Optional feature

General Availability Features

Service Cloud Voice

Configuration of automatic recording of outbound calls

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For more information, see Automatic call recording for outbound calls in Vonage Premier for Service Cloud Voice.

Field-based callback number selection

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For more information, see Field-based callback numbers in Vonage Premier for Service Cloud Voice.

Automating callback numbers for Click to dial using Apex

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For more information, see Apex-based callback numbers in Vonage Premier for Service Cloud Voice.

Setting the default callback number for outbound calls

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For more information, see Manual callback number selection in Vonage Premier for Service Cloud Voice.

Supervisor listen-in

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Supervisor listen-in in Vonage Premier for Service Cloud Voice.

Dialer (Connect) for Service Cloud Voice

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Connect (dialer) for Service Cloud Voice in Vonage Premier for Service Cloud Voice.

Salesforce Open CTI

Close status releases interaction in VCC

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For more information, see Enabling Salesforce external routing in VCC in Configuring Salesforce external routing for Vonage Contact Center.

Agent assignment updates case status

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Enabling Salesforce external routing in VCC in Configuring Salesforce external routing for Vonage Contact Center.

Log a Call auto linking

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Setting Log a Call to automatically link the call to the record in focus.

VCC-VBC Integrated Experience

Rationalized duplicate directory entries

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information about transferring calls in ContactPad to a VBC user, see How do I consult with another party if I am using ContactPad within VBC? in Using Vonage Contact Center with Vonage Business Communications.

ContactPad

Multiple voicemail drop

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information about multiple voicemail drop, see Voicemail drop in ContactPad.

Screen lock refresh

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Using Screen Lock in Using ContactPad with Screen Lock.

Administration

Clone user

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see How do I clone an existing user? in Configuring individual users.

Reporting

Include inactive ongoing interactions (Dashboards)

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Filtering the data in your widget in Using DashboardsReal-time Analytics.

Viewers can schedule delivery of dashboards (Analytics)

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Scheduling delivery of a dashboard in Using Historical Analytics.

Web APIs

Interaction Content API returns IVR audio recordings

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For more information, see Interaction Content API.

Beta/Early Access Program

Our Beta/Early Access Program gives some customers access to VCC enhancements that are still under development. Incorporating feedback from customers during the program allows us to continue improving these features, which ensures that every feature fulfills its purpose in a range of different environments. All customers using features in the Beta/Early Access Program must agree to participate in the feedback process.

If you are interested in gaining access to a feature in the Beta/Early Access Program, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.

New ContactPad User Interface - Early Access

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

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For information about the new interface, see Overview of ContactPad (pilot documentation).

VBC transfer to VCC interaction plans - Early Access

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice

Previously, if a VBC user wanted to transfer a call to a VCC interaction plan they would not see VCC interaction plans in the directory. The user couldn't, therefore, click to dial and they had to instead dial a PSTN number. Since the release, a VBC user can see and search for VCC interaction plan names in the VBC directory when selecting Blind Transfer. The user can select a VCC interaction plan name as a transfer destination.

Important Announcements

Transfer to interaction plan (default on)

With Vonage Contact Center’s transfer to interaction plan feature, an administrator can enable interaction plans that can be transferred to during both inbound and outbound calls. This feature gives administrators rich control over the transfer experience, allowing them to control skills, priority, and call recording behavior, while keeping the transfer part of the original call. Keeping the transfer part of the original call makes it much simpler to report on that call. It also gives agents a common method of transferring both inbound and outbound calls. Previously, this feature was available on request; in the Q1 ‘23 release we enabled this feature for all accounts.

IVR collected data downloaded in CSV format

Previously, IVR Data Collector enabled supervisor and admin users to download data in two formats. The user could choose to download all IVR data in CSV format, or to download IVR data from a specified date range in an older XLS format. Since Q1 ‘23, all downloads are in CSV format.

IVR Send Questionnaire applet update

The IVR Send Questionnaire applet sends emails to a set of specific recipients. The emails contain collected IVR data and attachments of audio recordings. Previously, the subject of the email included the name of the applet that sent the email, the name of the interaction plan that the applet belongs to, and the date and time that the email was sent. For example, Data Collected, Product Feedback applet on Feedback plan at 12/31/2022 15:15:42.

Since the Q1 ‘23 release, the subject no longer contains the date and time variable. For example, Data Collected, Product Feedback applet on Feedback plan. All other functionality remains the same.

IVR data is subject to 35-day retention

In Q2 ‘22 we announced that IVR data would be subject to a 30-day retention period. The retention period is now 35 days which gives more time to download data off the platform if required. The retention policy covers data collected by the following applets:

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Data older than 35 days is permanently deleted.

WebRTC best practice

Since the last release, Vonage has migrated customers away from the WebRTC extension and onto in-page WebRTC. Here are a few helpful hints to help your agents have the best experience.

• Advise agents to use the WebRTC popout
  To avoid disconnecting from a call by closing the webpage or tab containing the active ContactPad, agents can open (or 'pop') a separate WebRTC tab. This tab contains and runs the code required for the audio connection. The agent must leave this page open, but can navigate away from it. This will protect the connection from being interrupted if the agent closes ContactPad.
  To pop the tab, the agent should click the small arrow at the top of ContactPad.
  
• Show agents how to identify which tab contains the active ContactPad
  If agents have multiple webpages or tabs containing ContactPad, they can identify which ContactPad is active or is connected to a call. The active ContactPad contains a little phone icon and should not be refreshed or closed.
  
  (If agents have popped out WebRTC, the phone icon does not appear in any of their ContactPads, and it is safe to refresh or close any of them.)
• Check the technical prerequisites for WebRTC
  Make sure that your networking is set up correctly to ensure better service.
  For technical prerequisites, see Technical prerequisites.
• Set agents’ initial login state to something other than Ready
  By logging in to ContactPad in a non-ready state, agents will reduce the chance of a call being delivered before their WebRTC capabilities are available to handle the call.

Feature Retirement

For a full list of deprecated features, see Vonage Contact Center feature retirement.

Manual wrap - Intent to deprecate

We are making changes to how manual wrap is handled in single-interaction ContactPad and making it available in multi-interaction ContactPad. Instead of entering an unlimited manual wrap state, agents will be able to manually extend their automatic wrap state an unlimited number of times. This extended wrap will expire like automatic wrap if the agent stops extending it. As part of this, we are announcing our intent to deprecate manual wrap and custom wrap states (except Logging the Call for Enforced Dispositions).

Projected deprecation date: Q3, 2023.
Projected retirement date: Q4, 2023.

Old ContactPad user interface - Intent to deprecate

With the release of Vonage’s upgraded ContactPad user interface, we are intending to deprecate legacy versions of the UI and migrate all ContactPad customers to the new UI. This will be a gradual process; however, customers who would like to trial the new UI in advance can have it enabled on request.

Projected deprecation date: H2, 2023.
Projected retirement date: 2024.

Stats and Reports - Intent to deprecate

During 2022 we released and continued to enhance the VCC Analytics product. All administrators now have access to Analytics. In 2023, the Analytics product will become the primary historical reporting tool and replace the current Stats and Reports product. Throughout the year, we will continue to add functionality to Analytics, ensuring it has parity and surpasses all Stats and Reports capabilities. 

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Projected deprecation date: Q2, 2023.
Projected retirement date: Q3, 2023.

Legacy applets - Deprecated

As part of an ongoing simplification project within VCC we are retiring the following applets. These applets have been superseded by newer and more comprehensive applets.

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Projected retirement date: Q3, 2023.

ContactHub - Deprecated

ContactHub is an attachment for ContactPad that allows pops of URLs within a tabbed internal browser. This feature uses IVR slots and isn’t compatible with the newer data sources and web APIs. With these limitations and the release of ContactPad Anywhere — which largely fulfills the same functions — ContactHub is now deprecated and will be retired later this year. Customers who use ContactHub will be contacted to help move them to the newer features.

Projected retirement date: Q4, 2023.

CRMLite - Deprecated

CRMLite provided simple CRM-like functions based on data uploaded with CSVs. With the last customer in the process of migrating away from this feature, we are announcing its deprecation with retirement in Q2 of this year.

Projected retirement date: Q2, 2023.

Inspire (Wallboards) - Deprecated

Inspire will no longer be provided by Vonage as a product and we are announcing its deprecation. Our native dashboards provide you with the ability to have wallboard functionality. The data that Vonage Contact Center inserts into Salesforce that Inspire consumes will continue to be passed to Salesforce.

Projected retirement date: Q2, 2023.

User Access feature permission management - Retired

In the Q4 '22 release, we announced deprecation of user permission management in User Access.

Since the Q1 ‘23 release, users can no longer access user permission management in User Access.

Salesforce managed packages

The following packages and earlier versions are deprecated.