Switching Between Voice and Video Calls

An agent can switch the call type during a video call with a customer.

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 customer dials a called route 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.

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.