Start a conference call

Initiate a conference

Before you begin

You must have already initiated a consult call. For steps on how to initiate a consult, see Consult someone while on a call.

Click Conference.

To interact with another agent, you need to initiate a conference on the Agent Desktop rather than using a phone device (hardphone or softphone).

The customer is taken off hold and you, the customer, and the consulting agent can communicate with each other.

(Optional) Click Transfer to transfer the call to the consulting agent.

The transfer request is initiated and the Wrap Up Reasons dialog box appears. For more information, see Transfer a call.

(Optional) The consulted agent can exit the call by clicking Exit Conference.

The call continues between you and the customer.

Click End conference.

The Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

Actions each conference call participant can perform

Each call participant involved in a conference call can perform different actions. Use this table to gain an understanding of how each participant can interact.

Agent 1 refers to the agent who starts a conference call.
Agent 2 refers to the consulted agent who is part of the conference call.

Participant	Actions
Customer	A customer can't initiate a conference call. When Agent 1 starts a conference call, the customer is taken off hold. The call continues between Agent 1, Agent 2, and the customer. During a conference call, the customer can't be put on hold.
Agent 1	Agent 1 can start and end a conference call. Agent 1 can start a conference call with Agent 2 by clicking the Conference button. During a conference call, Agent 1 can't put a customer or Agent 2 on hold. Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer. When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. The customer and Agent 2 are dropped from the conference call.
Agent 2	Agent 2 can't end a conference call. Agent 2 can't apply a wrap-up reason for a conference call. Agent 2 can end a conference call by clicking the Exit Conference button. The call continues between Agent 1 and the customer. If Agent 1 starts a conference call when consulting Agent 2, the latter becomes part of the conference call. Agent 2 can accept a transfer request made during the conference call by Agent 1. If the customer exits from an ongoing call with Agent 1 and Agent 2, the agents can continue the interaction. The call then enters the Wrap up assist state and no further hold, resume or consult can be made.

Participant

Actions

Customer

A customer can't initiate a conference call.

When Agent 1 starts a conference call, the customer is taken off hold. The call continues between Agent 1, Agent 2, and the customer.

During a conference call, the customer can't be put on hold.

Agent 1

Agent 1 can start and end a conference call.

Agent 1 can start a conference call with Agent 2 by clicking the Conference button.

During a conference call, Agent 1 can't put a customer or Agent 2 on hold.

Agent 1 can transfer a call to Agent 2. When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. The call continues between Agent 2 and the customer.

When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1.

Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. The customer and Agent 2 are dropped from the conference call.

Agent 2

Agent 2 can't end a conference call.

Agent 2 can't apply a wrap-up reason for a conference call.

Agent 2 can end a conference call by clicking the Exit Conference button. The call continues between Agent 1 and the customer.

If Agent 1 starts a conference call when consulting Agent 2, the latter becomes part of the conference call.

Agent 2 can accept a transfer request made during the conference call by Agent 1.

If the customer exits from an ongoing call with Agent 1 and Agent 2, the agents can continue the interaction. The call then enters the Wrap up assist state and no further hold, resume or consult can be made.