If you are a knowledge worker agent who is using the Knowledge Worker desktop mode, you can convert an agent-to-agent voice call into a video call when the voice call is in progress.

To make a video call:

  1. Log in to the agent desktop as a Knowledge Worker.
    You are automatically placed in Ready mode.
  2. Go to Voice > Agents or Chat > Agents and find the required agent from the Agents list.
  3. Make a voice call.
  4. Once the voice call is accepted by another agent, the following screen appears:

  5. Click the video call icon. The following screen appears showing that you are on the video call.