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When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see Multi-interaction routingNewVoiceMedia omni-channel solution.
What can I do with different types of interactions?
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If the cross-media consult feature is enabled for your account, you can consult with a third party while you are handling a semi- or non-live interaction. For information about cross-media consult, see Multi-interaction routing NewVoiceMedia omni-channel solution.
To consult with a third party about your current interaction, perform the following steps:
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For more information, see Extended agent presence (cases) in Unite.
Perform one of the following steps:
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