Switching Between Voice and Video Calls

Context

Switching between voice and video calls is available only for video agents.

Currently, switching between voice and video calls is supported in the following scenarios:

• An agent initiates a voice call or a user dials an access code to connect to an agent. After the voice call is connected, the agent can click the switching button to switch the voice call to a video call.
• A call is held, unheld, muted, or unmuted.
• A call is transferred to an agent or a skill queue.

Procedure

An agent clicks to switch between voice and video calls.

When the WebRTC feature is enabled for a video agent and the video application mode is SFU video, the following scenarios are supported:

• When a voice call is initiated, an agent switches it to a video call. After the user accepts to switch the call mode, the two parties have a video call.
• When a video call is initiated, an agent switches it to a voice call. The two parties have a voice call.
• When a voice call is initiated, an agent switches it to a video call, but the user denies switching the call mode. The user is still in the voice call. The agent can invite the user to have a video call again.
• When a video call is initiated, a user switches it to a voice call and answers the call. The user is in the voice call. The agent can invite the user to have a video call.
• An agent can switch between voice and video calls for multiple times.

Contact records can be recorded. Both SFU and MCU videos can be downloaded, but SFU videos rather than MCU videos can be played online.