Consult, transfer, and conference (or merge) calls in Vonage Premier for Service Cloud Voice

When using SCV with VCC, agents can consult, transfer, and merge calls.

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. (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 original agent can then perform one of the following actions:

• Swap between original call and consult.
• End the consult.
• Perform a warm transfer to the other agent (by leaving the call themselves).
• Combine the original call with the consult. Combining the calls is known as merging in SCV — merging is called conferencing in VCC.

Agents can also consult with an external number. To do so, the agent clicks Add Caller, then — instead of selecting an agent — clicks Keypad and enters a number to consult with. This puts the original call on hold while the original agent is connected to the external number. The agent can then perform the same actions as if they were consulting with an agent.

Alternatively, the agent can consult with a VCC interaction plan — or, more specifically, a VCC agent servicing the interaction plan — or transfer (warm or cold) to an interaction plan. To do so, the agent clicks Add Caller and selects an interaction plan from the presented list. This puts the original call on hold while the original agent is connected to the interaction plan. The agent can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. If the agent waits to be connected, on connection, the original agent can perform the same tasks as described for a consult to agent earlier in this section.

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 in Vonage Premier for Service Cloud Voice as they would any other agent. They can transfer calls to VBC users, or merge original and consult calls as described previously.

For information about VCC and VBC integration, see Vonage Contact Center and Vonage Business Communications integration.

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 in Vonage Premier for Service Cloud Voice  as they would any other agent. They can transfer calls to Teams users, or merge original and consult calls as described previously.

For information about VCC and Microsoft Teams integration, see Vonage Contact Center and Microsoft Teams integration.

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 Premier for Service Cloud Voice, see With Vonage Contact Center and Microsoft Teams integration in Consulting, transferring, and conferencing (or merging) calls in Vonage Premier for Service Cloud Voice.