Conference Call
In a conference call, all participants can hear and speak with one another.
To set one up you should know how to create a Consult call because a conference is created from a consultation.
Set up the consultation
These are the basic steps. For more details on setting up a consult call, see the Consult call section of the guide.
Establish a voice conversation with a customer, then select Redirect.
Filter or search for the required consultant party to add.
Select the consultant contact.
Click Consult.
Upgrade consult call to conference
Speak for a short time with each contact to explain the change to conference call.
Click the Add to call button in the call controls, to upgrade the conversation to a Conference call
The call panels merge in the work area. All parties are now joined in a three-way call.
Active conference call controls
The conference call panel presents a single set of call control buttons, but shows two participants.
Use the Mute button to turn your microphone off or on.
Click the Drop call button to disconnect from the conference. The customer and the consultant party are now connected in a two-party call, without you.
Tip
In case the conference contains 2x agents, and one of them leaves, the remaining agent's work area might retain the call control limitation from the conference. If you notice that you only see the Mute and Drop call buttons active in such a scenario, please refresh your browser page to have the rest of the buttons enabled.