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Overview of Agent Console Conference Calls

Use the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. Join Lines feature to set up multi-party conference calls that include:

The Agent Console, uses line 1 to conduct a multi-party conference, and line 2 to connect each additional participant. Each time you connect a new participant to the conference, the Agent Console automatically connects both the new participant and you with the participants already connected to line 1; line 2 becomes available to connect additional conference participants.

Setting up conference calls is a variation of using the Agent Console Transfer Line feature described in:

The key difference between transferring a phone interaction and creating a multi-party conference is that rather than clicking Transfer Line to hand a phone interaction off to a different agent or phone number, you click Join Lines to remain on the line as the coordinator of the multi-party conference.

 

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