Set up a Consult Call
Consultation is the act of talking with two parties in the same call, but not at the same time. A typical use case is when you need to consult with another agent or en external consultant for information, keeping a customer in the call but not having them listen in to your consultation.
You accomplish this by designating which of the two parties you wish to talk to at any one time – the other one is put on hold for you.
You can switch back and forth between the call parties as per your liking.
Redirect the call
In an open call select the Redirect button.
The Directory panel shows up in the work area, making the call control sections smaller.
Scroll, search or filter the Directory to find the agent, channel or external contact you need.
Select the proper section of the directory by clicking the tab icon at the top.
Click the target agent, channel or external contact. The collaboration buttons show up.
Alternatively, click the Input number button at the bottom of the Directory panel, and type in the target phone number.
Click the Consult button to call the selected party. The customer is put on hold.
The active consult call
When the targeted party enters the call, the call control panel splits to show the customer and consultation calls side by side.
The following picture shows a work area with Customer Details and Activity History panels at the right, and the customer and consultant New Call panels at the left:
The customer's call has a blue background. This call is put on hold initially.
The consult party call has a white background. This call is active initially.
To return to the customer call, click the Resume button on the customer's call controls.
The consulted party is put on hold, they hear music or messages. You can now talk to the customer.
Click the Resume button on the call you need to activate as many times as required.