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How To Configure VCC Agents to Start a Call or Chat To VO Agents
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How To Configure VCC Agents to Start a Call or Chat To VO Agents

Objective

The following article explains the use case where Virtual Contact Center Agents would like to call or chat with VO Agents.

Applies To

  • Virtual Contact Center
  • Virtual Office
  • Chat

Procedure

  1. From the VCC Agent Web interface, click Directory.
  2. Search for the VO user you wish to chat with.
  3. Click the Chat or Call icons respectively.

The feature is used so agents can connect to other experts within organizations, either calling them on a second line (or merging with customer call) or by opening up chat sessions with them.

 

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