Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Video Businesses
Updated on 2024-10-12 GMT+08:00
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Handling Video Businesses

This section describes how to handle video businesses as an agent.

  • Answering Inbound Calls Automatically
    An agent can automatically answer an inbound call from a customer.
  • Answering Inbound Calls Manually
    An agent can manually answer an inbound call from a customer.
  • Transferring Calls
    An agent can transfer a call to another skill queue, a third-party system, another agent, or an IVR to handle customer businesses.
  • Making Outbound Calls
    An agent can initiate a call to a customer for business operations.
  • Making Three-Party Calls
    An agent can connect to a third party to jointly handle the business during a call with a customer.
  • Holding Calls
    An agent can hold a call with a customer and continue to talk with the customer after handling other operations.
  • Consulting
    An agent can initiate a consultation request during a call with a customer. During consultation, the call channel of the customer is held, and the agent who initiates the consultation request talks with the agent who accepts the consultation request.
  • Releasing Calls
    An agent can release a call after the call ends.
  • Sharing the Desktop
    An agent can share the desktop during a video call with a customer.
Parent topic: Agent Guide(AICC)