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Transferring Rich Media Engagements

Transferring Rich Media Engagements

Transfers will always stay at the same level of media, or downgrade to the highest available option based on the receiving operator's availability.

 

Example 1: Receiving Agent Available for All Media

  • You are in a video engagement and the operator you want to transfer to is available for all media.
  • The engagement will remain a video engagement.

 

Example 2: Receiving Agent Available for Select Media

  • You are in a video engagement but the operator you want to transfer to is only available for audio.
  • The transfer will downgrade the video engagement to an audio engagement.
  • Similarly, if the receiving agent is only available for chat, the engagement will downgrade to a chat engagement.
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