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.
• Switching Between Voice and Video Calls
  An agent can switch the call type during a video call with a customer.
• Sharing the Desktop
  An agent can share the desktop during a video call with a customer.