Integrating Vonage Contact Center (VCC) and Vonage Business Communications (VBC) provides the following features:
VCC and VBC shared directory. When VBC and VCC accounts are linked, VBC users appear in ContactPad.
ContactPad and VBC presence synchronization. When VBC and VCC accounts are linked, ContactPad reflects the availability of VBC users. VCC agents can see when other VCC agents are unavailable to take a contact center call because their linked VBC user’s extension is in use.
Optional display of ContactPad in the VBC application. Displaying ContactPad in VBC results in a single user interface. Agents can log in to ContactPad using single sign-on and use features such as Click to dial.
Known issues and limitations You can only integrate VCC and VBC accounts in the same region; for example, you cannot integrate a VCC account in EMEA with a VBC account in NAM. If you integrate VCC and VBC accounts in APAC, you may experience audio quality issues. If agents are displaying ContactPad within VBC and want to use ContactPad with WebRTC, they can only use the VBC web application. Agents cannot use ContactPad with WebRTC within the VBC desktop application. Note that the VBC web app, and consequently WebRTC, is not supported. Agents cannot refresh ContactPad from within VBC. To use ContactPad features that have been enabled for their account since they last logged in, an agent must log out of VBC and log in again. ContactPad and VBC presence synchronization is unidirectional. VBC cannot display a VCC agent’s availability. After integrating VCC and VBC, closing the VBC web or desktop app will not log an agent out of ContactPad. If a VCC agent is using a VBC extension, the VBC user must disable Voicemail and Call Waiting features in VBC for that extension. If one or both of these features are enabled, a VCC call to the VCC agent may be handled by the feature if the extension is busy instead of returning to the queue. If a VCC agent is using a VBC user's direct dial number (DDI) as their phone number, they must enter the number in E.164 format including the plus sign (+). For information about E.164 format, see E.164 format. VCC and VBC integration only works with VBC extensions that use a single device. If a VBC extension is configured to use multiple devices and a VCC agent uses that extension—or its direct dial number—as their phone number, the integration fails.
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