Conferencing

When you are interacting with a caller and decide for any reason that you wish to involve another agent or another party in your interaction, you use the Genesys Contact Center Conferencing feature available on the Phone Call form.

  1. During an interaction with a caller, click Conference on the Phone Call form to initiate a Conferencing activity.
  2. The Conference dialog box opens.

  3. Select Use Lookup dialog and click the magnifying glass icon if you wish to look up the number or identifier for the consult agent (see Looking Up Records), or
  4. Select Enter phone number and enter the consult agent's phone number in the appropriate field.

  5. Click OK to start the Conferencing process.
  6. Conference Status in the Conference dialog box shows Call Routing in Progress..., followed by Dialing....

    The Conference dialog box shows the phone number or agent identifier of the consult agent when you are connected. The original caller is automatically placed on hold, and you can now interact with the consult agent.

  7. Click Conference to conference your call. You, the caller, and the consult agent can now interact, or
  8. Click Reconnect to release the consult call and return to interacting with the original caller.


Related Tasks:
Receiving a Call

Making a Call

Holding/Retrieving a Call

Hanging Up a Call

Performing After Call Work

Closing the Phone Call Form

Transferring a Call