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Overview of Conference Calls

An agent can bring another agent or an external party into a conference call. For example, an agent may want to consult the case with another agent who is an expert while the customer is present on the phone. You can create a conference at any time between an active call and another agent, or an external party by pressing the Join Lines soft key.

Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. 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, Agent Console automatically connects the new participant to line 1. Line 2 becomes available to connect additional conference participants.

Agent Consoleallows you to set up multi-party conference calls. During a conference call, you can:

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