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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.
For information about consulting and transferring calls to Teams users in Vonage for Service Cloud Voice, see With Vonage Contact Center and Microsoft Teams integration in Using Vonage for Service Cloud Voice.
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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When an agent, who is using a desk phone, picks up their phone to answer a queued callback, they will hear ringing until the customer answers the call. However, the queued callback call appears immediately to be in the Connected state. During this time, the agent cannot hang up the call. Controlling the call is possible only when the agent is connected to the customer. |
Callback numbers
Prefix-based callback numbers
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