...
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.
Vonage Contact Center and Microsoft Teams integration
If your VCC and Microsoft Teams organization are integrated, agents can consult with Teams users as they would any other agent. They can transfer calls to Teams users, or merge original and consult calls as described previously.
To integrate your VCC account and your Microsoft Teams organization and enable agents to consult with Teams users, see Configuring your Vonage Contact Center and Microsoft Teams 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.
...