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.