External routing in Vonage Premier for Service Cloud Voice

If you have integrated VCC with Salesforce external routing, when interactions arrive in Salesforce, Salesforce delegates routing decisions to mapped interaction plans in VCC. Where configured, Salesforce uses VCC to route chats, cases, and messages (for example, WhatsApp messages) alongside phone calls.

External routing in Vonage Premier for Service Cloud Voice and agent capacity

With most routing configurations, VCC and Salesforce share responsibility for routing interactions. VCC is responsible for routing calls and Salesforce is responsible for routing chats, cases, and messages. With such configurations, VCC will not be aware of how much agents' capacity is being used by interactions routed by Salesforce. VCC will route interactions to agents based on the capacity it knows about. This may result in VCC routing interactions to agents who don't have enough available capacity.

When using external routing, you can configure VCC to be responsible for routing all interactions (calls, chats, cases, and so on). In this case, VCC will be aware of how much of the agents' capacity is available, based on capacity settings configured in VCC admin portal. VCC will route interactions to agents only if they have available capacity. For information about capacity settings in VCC, see Interaction capacities in Editing Configuration (Account Settings).

When using Salesforce with external routing and SCV, in addition to phone calls, agents can transfer the following interaction types:

Chats. Agents use the transfer button in the chat interface to transfer chats to any of the following:
- A user
  
  Agents can transfer chats to any Salesforce user in the presented list, some of whom may be linked to agents in VCC.
- A chat button
  
  The selected chat button transfers the chat to a Salesforce queue.
- A Salesforce queue
- A Salesforce skill
Cases. Agents can transfer cases by changing the case owner to one of the following:
- A user
  
  Agents can transfer chats to any Salesforce user in the presented list, some of whom may be linked to agents in VCC.
  
  Due to a Salesforce limitation, when a case is transferred to another agent, the new agent will not receive an item in the Omni-Channel utility. However, the case's owner will be changed to the agent and, if configured in Salesforce, the agent will receive a notification email.
- A Salesforce queue

Transferring to a Salesforce queue

Agents can transfer a chat or a case to a Salesforce queue, either by selecting the queue directly or by selecting a chat button. If the queue uses external routing, Salesforce will route the chat to the mapped interaction plan in VCC. The interaction plan can tag the transferred case with required skills and deliver it to the most appropriate agent.

For information about integrating VCC with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center.