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.
The Conference dialog box opens.
Select Enter phone number and enter the consult agent's phone number in the appropriate field.
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.
Click Reconnect to release the consult call and return to interacting with the original caller.