Conferencing Calls

While you are taking a call, it can sometimes be useful to consult another person by establishing a three-party Conference call. This person can be another Agent, an end user, or any external number. Softphone allows you to create a conference call by merging active calls together. The conference call persists if more than one person remains in the conference, even when the person who initiated the conference leaves the call. The conference call ends when only one person remains. When a conference call is active, you can mute yourself, place the other participants on hold, or disconnect from the conference.

During an Inbound Call when a conference call is active, you can mute yourself, place the other participants on hold, but you cannot remove yourself from the call. If you want to disconnect from the conference call and patch the call between end user and consulted agent, you must choose to transfer the call.

Inbound

You can consult with other agents, external contacts, Queue, or an end user. To make a conference call:

• During a call, click the Consult button in the call tab.

  

  

• Select the tab and start typing the agent or queue or external contact name or end-user’s phone number. The search automatically suggests the results to choose from. If the agent or Group you are looking for does not appear within the list of suggestions, type out the full agent or queue name.

• To consult with other agents, click on the agent or queue name to make a conference call. The end user is placed on hold and hears the hold greeting. When you are connected to the consulted number, click the Conference button.

• If transferring to an external number: Select the external number or dial the number, including the country code, using the dial pad. When the receiver is picking up, the Transfer option appears. You can then introduce your caller to the receiver and click the Conference button.

• To disconnect a conference call, see Disconnect an Inbound Conference Call.

Disconnect an Inbound Conference Call

When you have completed talking, you have the following options to disconnect the call.

• The consulted caller leaves the call. You and the end user remain in the call.

• You can leave the call by clicking Leave Conference button. The confirmation message Exit conference call appears in the window. Click the Accept button to leave the call. The consulted caller remains in the call with end user.

• You end the call by clicking the End button for end user. You, the consulted call, and the end user are disconnected.

• The end user leaves the call. The call ends for everyone.

Outbound

You can consult with other agents or queue. To make a conference call:

During a call, click the Consult button in the call tab.

• Select the tab and start typing the agent or queue name. The search automatically suggests the results to choose from. If the agent or group you are looking for does not appear within the list of suggestions, type out the full agent or queue name.

• To consult with other agents, click on the agent or queue name to make a conference call. The end user is placed on hold and hears the hold greeting. When you are connected to the consulted number, click the Conference button.

• If consulting with an external number: Select the external number or dial the number, including the country code, using the dial pad. When the receiver is picking up, the Transfer option appears. You can then introduce your caller to the receiver and click the Conference button.

• To disconnect a conference call, see Disconnect an Outbound Conference Call.

Disconnect an Outbound Conference Call

When you have completed talking, you have following options to disconnect the call.

• The consulted caller leaves the call. You and the end user remain in the call.

• You can leave the call by clicking Leave Conference button. The confirmation message Exit conference call appears in the window. Click the Accept button to leave the call. The consulted caller remains in the call with end user.

• You end the call by clicking the End button for end user. You, the consulted call, and the end user are disconnected.

• The end user leaves the call. The call ends for everyone.