...
For information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help).
With external routing
If external routing has been enabled for your account, in addition to phone calls, you can transfer the following interaction types:
- Chats. Use the transfer button in the chat interface to transfer a chat to any of the following. For information about transferring a chat, see Transfer Chats (Salesforce help).
A user
A chat button
A Salesforce queue
- A Salesforce skill
Cases. You can transfer a case by changing the case owner to one of the following. For information about transferring a record by changing the record's owner, see Change a Record’s Owner (Salesforce help).
A user
A Salesforce queue
With Vonage Contact Center and Vonage Business Communications integration
If your VCC and VBC accounts are integrated, when you click Add Caller in the Omni-Channel utility your contacts list includes contacts in your VBC account along with the usual agents, queues, and interaction plans.
...
To show only VBC and other directory users, in the transfer list, filter Search Transfer Destinations by Directory.
With Vonage Contact Center and Microsoft Teams integration
If your VCC and Microsoft Teams accounts are integrated, when you click Add Caller in the Omni-Channel utility your contacts list includes contacts in your Microsoft Teams account along with the usual agents, queues, and interaction plans.
...