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Conferences

Overview

When transferring a customer to a queue or another agent, the source agent can choose to join the conference.

The Participants for a conference are the customer, agent, and others who can be agents or external third parties.

The maximum number of participants is three.

After the source agent is connected with the destination agent, the source agent can do one of the following:

Join Conference Call

This joins all parties on the call: the source agent, destination agent, and the customer are joined in a conference call.

Pass the Call

Pass the call is a quick action button to pass the call to the destination agent, put the customer to live and leave the conference.

Hold

Hold All puts the destination agent and the customer on hold.

Put the destination agent on hold, so only the source agent can talk to the customer.

Put the customer on hold, so only the source agent can talk to the destination agent.

Leave Conference

The source agent leaves the call, so the destination agent and the customer are directly connected and continue talking.

End Connection

Press the end connection icon to end connect with either the customer or the agent.

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