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While on a call, you can consult with another agent or someone on another number about the call. If you have the Consult to Queue feature enabled for your account, you can also consult with a queue or interaction plan. More specifically, you consult with an available agent servicing the queue or interaction plan. For information about the Consult to Queue feature, see Consult to Queue. During consultation you can choose to transfer the call to the consulted agent, number, short code, queue, or interaction plan.
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Warm transfer (that is when you consult and then transfer) to an interaction plan ending in a Call Connect Router (CCR) applet is not supported. We recommend that you transfer to a short code instead of an interaction plan with a CCR applet if you want to transfer to a number outside of VCC. |
To consult with a third party about your current call, perform the following steps:
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