Consult, and Make Assisted Transfer or Conference
While you have an active call, you can make a consultation call to another person, either to an internal or external number.
When having the two calls, you can join them, or start a three-way conference.
- Choose the active call.
- Make the internal or external consultation call in one of the following ways. During that
call, the first call is on hold.
Internal:
- Enter the search term, such as agent name, in the field Check Availability and click Search.
- Select the destination from the result list. Make sure the agent has a suitable capability icon: you can only call a person with the phone icon.
- Click the Consult button.
External, by finding the number in the Directory or History:
- Click the Directory or History icon.
- Find the person in the Directory or the conversation in the History. You can view the list or the detailed view.
- Click the phone number.
- Select Call +123456789.
External, by using the Dial Pad:-
Click the Dial Pad icon ().
-
Enter the phone number in the dial pad either with dial pad keys, or when the focus is in the dial pad, from the computer keyboard.
- Click the Call button.
- Now you can consult the person you called, or select other functions with the following
buttons:
Button Function 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.