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While on call, an agent can add another agent to consult with them about the call. To do so, the agent clicks Add Caller and selects an agent from the presented list of agents and interaction plans. (The agents in the presented list are Salesforce users, all of whom are linked to agents in VCC.) This puts the original call on hold while the original agent is connected to the agent chosen from the list. The The original agent can then perform one of the following actions:
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