Conferencing Calls

While the Agent is taking a call, it may 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. The list agents, queues and external numbers that are pre-configured in Amazon Quick Connects are displayed for the agent to choose and dial.

The softphone allows the agent to create a conference call by merging active calls. The conference call persists if more than one person remains in the conference, even if the person who initiated the conference leaves the call. The conference call ends when only one person remains. When a conference call is active, the agent can mute himself, place the other participants on hold, or disconnect from the conference.

During a call, when a conference is active, an agent can mute oneself and place the other participants on hold. However, an agent cannot remove oneself from the call. If an agent wants to disconnect from the conference call and patch the call between the end-user and the consulted agent, transfer the call.

Acqueon Workspace supports only three-party conference.

You can consult with other agents, external contacts, Queue, or dialing numbers. To make a conference call, during call, click the Consult button in the call tab.

• Select the tab and choose the agent or queue or external contact’s name from the recent or contact tabs. You can also manual dial an external number using the dial pad.

• You can also search for specific details. The search automatically suggests the results to choose from.

• To consult with other agents or queues or external number, click on a record from list 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 an external number or dial the number using a Dialpad, including the country code. When the end-user answers 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 a Conference Call.

Disconnect a 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 the Leave Conference button. The confirmation message Exit conference call appears. Click the Accept button to leave the call. The consulted caller remains in the call with the end-user.

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

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