Conferencing calls
While you are on a call with a customer, you can invite other parties into the call to create a conference. You cannot transfer a call that is in a conference. You can hang up to leave the conference or put the call on hold, muting the person who puts it on hold, and keeps them from hearing the conference. Other parties in the conference can also invite others to the conference.
You can initiate a conference through a supervised transfer. See the “Transfer calls” section for details.
You can invite other participants into an existing call to create a multi-party conference call. You can leave a conference call after initiating it without ending the call for the other participants.
- While on a call, click the Invite button. The Invite window opens.
- In the Invite window, you can search and filter to find the required contacts from the available queues, employees, or external or Active Directory contacts.
- Click the avatar. You can include up to five parties in a conference call.
The first agent who answered the call will be in ACD state during the conference and if the call was transferred to another agent, the second agent will be in Non ACD state. You can view all the participants of the conference under the Participants list in Ignite.