Understanding voice-enabled channels
A Voice-Enabled Channel (VEC) is a feature that connects a channel with a specific call queue. As you learned in Configuring call queues, you can add a Team channel as part of a call queue configuration. When you configure that call queue option, the selected channel is converted into a VEC.
A VEC allows for broader collaboration among the participating queue agents. VECs also allow agents to customize certain settings such as opting out of a call queue, if enabled.
This section will cover how to navigate the VEC interface. By the end of the section, you will be able to explain VECs and navigate the interface.
As previously mentioned, VECs are configured during the creation or editing of a call queue. This will then allow an agent, as a member of the channel, to make a call from the VEC using the resource account's phone number to mask their caller ID with the resource's number.
To see how this works, from the Teams interface...
