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Excerpt

If you are using ContactWorld Vonage Contact Center (VCC) in Salesforce, ContactWorld VCC locates information related to the current interaction in Salesforce. ContactWorld VCC locates information at the following times:

  • When routing an interaction to an agent
  • When an agent makes an outbound call
  • When an agent responds to an interaction

ContactWorld VCC then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, ContactWorld VCC also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce record or a list of multiple related records.

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