Adding People to a Call

During a call, additional people can be added to the call to allow agents and callers to consult subject matter experts and other agents directly without having to transfer the call. If another agent in the application is available, that agent can be added to the call. Agents can also dial a number directly to consult another agent or an external subject matter expert without having to transfer the call.

To add people to a call:

1. In the call panel, click the Add Consultant  button.
2. In the Consult window, select one of the tabs at the top:
   1. Agent List: Search for an available agent in the system.
   2. Dial Pad: Dial the person’s number in the dial pad. This can be an agent’s number or the number
      of an external expert.
3. Click the Call button. If the person answers and accepts the call, the consultant can now assist the agent and the caller with the issue.

Related Topics

1. Pausing Calls