Page Comparison

When multi-interaction routing is enabled for your account, you will notice some changes in ContactPad. For information about these changes, see Vonage Contact Center omni-channel solution.

What can I do with different types of interactions?

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• Live (such as a voice or video call)

  • Release
  • Hold and retrieve from hold
  • Consult and transfer

  You can perform these interactions using ContactPad in the usual way, that is, without multi-interaction routing. For information about performing these actions in ContactPad, see Working with an inbound callMaking and receiving calls in ContactPad.

• Semi-live (such as a Live Agent chat)

  • Release
  • Abandon (only if Release isn't working)
  • Consult

  For information about releasing or abandoning a semi-live interaction, see see the How do I finish working with an interaction? section later in this page.
  For information about consulting with an agent about a semi-live interaction, see see the How do I consult with a third party about a semi- or non-live interaction? section later in this page.

• Non-live (such as an email or case)

  • Release
  • Abandon (only if Release isn't working)
  • Consult
  • Transfer

  For information about releasing or abandoning a non-live interaction, see see the How do I finish working with an interaction? section later in this page.

  For information about consulting with an agent about a non-live interaction, see the How do I consult with a third party about a semi- or non-live interaction? section later in this page.
  For information about transferring a non-live interaction, see the How do I transfer a non-live interaction to another agent or service? section later in this page.

How do I open the record that relates to the interaction?

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1. In the interaction list in the information panel, click the interaction that you want to consult with a third party about.

2. Click Consult or Transfer. A new dialog box appears displaying all agents.

   Note
   If you are able to transfer the interaction, a Consult|Transfer button appears above the list of agents. Click Consult.

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   _ExcerptConsultListNavigation _ExcerptConsultListNavigation nopanel true

3. Press Return or click Dial to connect to the selected agent or the telephone number provided.
   You hear ringing until you are connected to the target agent or telephone number, or until the consult times out.

   Note
   The timeout for consulting with another agent or telephone number is configurable in System Settings. For information about configuring the timeout, see Editing System Configuration (Account Settings).

   
   

4. When you are connected to the target agent or telephone number, you can see the active call on the interaction list. You can manage the call and the original interaction separately; releasing one of them does not release the other.

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