Google Cloud CCaaS adds scheduled callback for IVR overcapacity, Salesforce PKCE support

Scheduled callback for IVR overcapacity

Scheduled callback is now available as an overcapacity deflection option for IVR queues. When a queue is over capacity, callers can choose to schedule a callback. Google Cloud CCaaS then hands the call to your configured virtual agent, which books the callback through the Callback call API. Administrators choose the virtual agent, an optional greeting, and the data parameters to pass at the global or queue level. Reporting shows whether each caller submitted a callback or left without one.

Administrators: You can configure scheduled callback for overcapacity deflection globally at Settings > Call > Overcapacity Deflection, or per queue at Settings > Queue > IVR (Interactive Voice Response) > Edit / View > [QUEUE] > Overcapacity Deflection > Configure.

For more information, see Overcapacity deflection per-queue and Callback call API.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.

Salesforce: PKCE and refresh token rotation support

You can now connect Google Cloud CCaaS to Salesforce apps that require Proof Key for Code Exchange (PKCE) and refresh token rotation. Salesforce turns both settings on automatically for newly created connected apps and external client apps. Google Cloud CCaaS uses PKCE when authorizing Salesforce administrator and agent connections. It also saves replacement refresh tokens returned by Salesforce, keeping connections working across subsequent token refreshes. Salesforce apps that don't use these settings keep working as before. This update adds no new configuration steps in Google Cloud CCaaS.

For more information, see Salesforce integration guide.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.