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For information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help).
Vonage Contact Center and Vonage Business Communications integration
If your VCC and VBC accounts are integrated, agents can consult with VBC users as they would any other agent. They can transfer calls to VBC users, or merge original and consult calls as described previously.
To integrate your VCC and VBC account and enable agents to consult with VBC users, see Configuring Vonage Contact Center and Vonage Business Communications integration.
Transcription
If SCV is enabled for your account, Vonage transcribes an agent's calls if transcription is enabled for that agent and if their calls are recorded. Transcription turns the customer's and the agent's speech into text in real time. During a call, the transcript appears in the call's voice call record so the agent can view transcription text alongside customer data.
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