Consultation calls

During an active call, you can place the original caller on hold to make a consultation call to an internal or external number.

Search for the person you want to consult using one of these methods:

• Search queues and agents

  1. Enter the search term, such as agent name, in the search field at the bottom of the view and click Search.

     

  2. Select the destination from the result list. Make sure the agent is logged in and has a phone icon indicating they can receive calls.

  3. Click Consult.

  4. When you're ready with the consultation, hang up the consultation call and resume the original call.

• Use the Directory

  1. Click the Directory and find the person.

  2. Click the phone number and then select Call [number].

  3. When you're ready with the consultation, hang up the consultation call and resume the original call.

• Use the dial pad

  1. Click the dial pad icon.

  2. Enter the number, and click Call.

  3. When you're ready with the consultation, hang up the consultation call and resume the original call.