With Avaya Experience Platform™ (On-Prem + Connect), hybrid voice is powered through Avaya Experience Platform™ On-Prem. This document also uses the term voice for brevity.

Voice interactions are phone calls from customers. You can be active on hybrid voice, chat, email, and messaging interactions simultaneously when your agent status is set to Ready on All Channels. Also, you receive voice interactions when your agent status is set to Ready for the hybrid voice channel.

After accepting a voice interaction, you can transfer it to another agent or service if required. During or after a hybrid voice interaction, you can select work codes to summarize the call.