The Spring '19 release contained the following features:
For more information, see Vonage Contact Center omni-channel solution.
Previously, when an agent clicked to dial a telephone number that includes an extension number, the call failed. This issue occurred in both NewVoiceMedia in Salesforce and Connect. From Spring '19 onward, when an agent clicks to dial a number with an extension, NewVoiceMedia dials the number that appears before the extension. The agent can manually dial the extension number when they are successfully connected to the number. In addition, NewVoiceMedia correctly links the call to the Salesforce record that the agent clicked to dial from.
Click to dial extension support relies on the correct format being used for numbers in phone fields. NewVoiceMedia identifies the extension number when separated from the main number by an unexpected character. Unexpected characters are non-numeric characters, such as letters or symbols excluding space, hyphen, plus sign, period, and parentheses. |
For more information, see Telephone number formats in Vonage Contact Center in Salesforce..
Spring '19 includes a number of changes for Salesforce Lightning users. These changes ensure that NewVoiceMedia features work as well in Lightning Experience as in Classic. Log a Call and Connect admin functionality in Lightning Experience is now consistent with that in Classic.
The Lightning softphone pop-out feature enables agents to drag ContactPad outside of Salesforce. The agent can drop ContactPad wherever it is most convenient for them to use while working with other Salesforce features.
Using Salesforce's Lighting Setup Flows for NewVoiceMedia, from Spring '19, users can install NewVoiceMedia into Salesforce from within their existing Salesforce org. Lightning Setup Flows simplify and automate initial configuration steps for getting started with NewVoiceMedia in Salesforce.
Spring '19 includes the following enhancements to logging a call:
When creating individual or configuring multiple users in User Admin, if enabled for your account, administrators can perform additional bulk actions on those users.
Administrators can perform the following actions in Routing Settings:
Administrators can perform the following actions in Permission Settings:
Before Spring '19, to add an individual user or multiple users to a group, skill, or schedule, administrators need to edit the individual user or use bulk actions. From Spring '19, administrators can also add users while creating or editing a new or existing group, skill or schedule.
From Spring '19, administrators are able to delete skills in User Admin.
For more information, see User Admin.
When an agent clicks to consult with a third party while on a call, a dialog box appears with a list of agents, and queue and service names in alphabetical order. The list indicates the availability of those parties. If enabled for your account, a refresh icon is available in the dialog box. Your agents can click to refresh the list to ensure that they always see the most up-to-date details of agents, queues and services available to consult with.
Previously, an agent would not know if they received a voicemail unless they were logged in to ContactPad. In addition, the agent couldn't listen to voicemails from their mobile phone. With the voicemail accessibility feature, if enabled for your account, your agents receive an email when they receive a voicemail. The agent can also remotely access the voicemail without needing to use ContactPad.
For more information, see Voicemail in ContactPad.
With equal call distribution, NewVoiceMedia distributes inbound calls more equally between the available agents. Agents receiving personal queue calls may be disadvantaged if you are using the Agent waiting longest since last inbound call method for equal call distribution, as their personal queue calls prevent them from getting other inbound calls. From Spring '19, and if enabled for your account, NewVoiceMedia disregards personal calls when calculating the time since an agent's last inbound call.
If you or your users are existing Vonage Business Cloud users, you can, from Spring '19, configure your account to use VBC same sign-on. When configured, your users can use their VBC credentials to log in to NewVoiceMedia.
| In the short-term, this feature is specifically same sign-on as opposed to single sign-on. When a user clicks to log in to NewVoiceMedia using their VBC credentials, the user must enter their VBC credentials even if they are already logged into Vonage. |
For more information, see Single sign-on to the Vonage Contact Center Admin Portal and Single sign-on in ContactPad.
Requests to any NewVoiceMedia API pass through an API gateway. This gateway ensures that whoever is making the request is authorized to do so. NewVoiceMedia now uses multiple regional API gateways rather than a single, global API gateway. Regional API gateways provide various benefits including improved disaster recovery and connection performance.
Users can create credentials for using the new gateway in the new API Admin area in the NewVoiceMedia platform.
New customers can make requests through the new gateway immediately while existing users must migrate to the new gateway.
As part of Spring '19, we changed the look and feel of the NewVoiceMedia Developer Portal. The new portal no longer requires users to login to access our extensive API documentation and to use the built in Explorer feature to send test requests to our API gateways. All of the documentation and guides accessible in the old portal have been fully migrated to the new portal.
To see the new developer portal, go to NewVoiceMedia Developer Portal.
WFM Agent Summaries provide aggregated data about agents' activities over a period of time. This information is available using the GET /agent-summaries endpoint. This endpoint is for use by Work Force Management (WFM) integrations only and will not return any results until enabled for your account.
For more information about Agent Summaries, see NewVoiceMedia Developer Portal.
The new interactions details data type in Dashboards contains metrics about individual inbound interactions. Metrics include handle time, media type, queue, time to answer, and so on. These metrics are from a customer's point of view rather than the agent's—for example, a customer is interested in how long their interaction took to be handled rather than how long an individual agent took to handle the interaction after NewVoiceMedia had assigned it to them.
For more information about the new interaction details data type, see Real-time Analytics.
The Spring '19 release includes the following Conversation Analyzer enhancements:
For more information about these features, see Categorization profiles and Getting started with Vonage Contact Center Conversation Analyzer Analytics.
If both single sign-on and Skype for Business integration are enabled for your account, an agent's state in ContactPad and presence in Skype for Business are synchronized. So, with default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), NewVoiceMedia changes the agent's state in ContactPad to Extended Away. In this scenario NewVoiceMedia will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb.
For more information about Skype for Business presence integration, see Integration with Skype for Business.
From Spring '19, the Advanced Reporting and Statistics package in Salesforce can retrieve and present applet data and service names when configured to use the latest version of the Stats API. Prior to Spring '19, if you wanted to view applet data and services names, you needed to configure the package to use version 0 of the Stats API.
For more information about Advanced Reporting and Statistics, see Advanced Reporting and Statistics in Salesforce.