The following article explains the use case where Virtual Contact Center Agents would like to call or chat with VO Agents.
- Virtual Contact Center
- Virtual Office
- From the VCC Agent Web interface, click Directory.
- Search for the VO user you wish to chat with.
- 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.