Consultation, warm transfer, and conference

During an active call, you can place the original caller on hold to make a consultation call to an internal or external number. After initiating the consultation, you will have the option to complete a warm transfer, start a conference, or return to the original caller.

  1. Make the consultation call in one of the following ways. During that call, the first call is on hold.

    To internal number

    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 the Consult button.

    To external number by using Directory or History

    1. Click the Directory or History icon.
    2. Find the person in the Directory or the conversation in the History. You can view the list or the detailed view.
    3. Click the phone number and then select Call [number].

    To external number by using the Dial pad

    1. Click the Dial pad icon ().
    2. Enter the phone number using the dial pad keys or your computer keyboard when the focus is in the dial pad.
    3. Click the Call button.
  2. Now you can consult the person you called, or select other functions with the following buttons:
    ButtonFunction
    Join

    A so-called assisted transfer, the original call is transferred to the consulted person.

    Conference

    Connect three participants into a conference.

    During conference the list of participants is displayed. You can remove any of them, and turn the conference to a normal phone call between two participants. You can also mute your own line with the Mute button.

    Hang up End the consultation call.