Predictive Outbound
Conferencing in another agent
You can conference in another agent in your Contact Center. Conferencing in another agent involves several steps, particularly if the agent you want to conference in is not in Ready status when you make the initial request. When you select an agent (or skillset, work session, or phone) and click Consult, a request to connect to the agent is generated. Following the request, one of the following occurs.
•If the requested agent is not logged on, the consult attempt fails immediately. The originating agent can try to conference in another agent or can click Close to cancel the request.
•If the requested agent is logged on, but not in Ready status, the consult attempt fails immediately. The originating agent can try to conference in another agent or can click Close to cancel the request. The originating agent can add the customer to the call and begin the conference by clicking the Conference button. The originating agent’s status is Conferenced(Owner). The consulted agent’s status is Conferenced(Passive).
•If the requested agent is logged on, but not in Ready status, and does not become available after 60 seconds, the request times out. The originating agent can try to conference in another agent or can click Close to cancel the request.
•At any time while the request is made, the originating agent can click Cancel to cancel the request. All other buttons on the Conference dialog box are disabled while the request is being made.
If an agent in a predictive outbound skillset initiates a conference call to an invalid or busy phone number, the agent hears a busy signal. To avoid a call disconnect, the agent must not complete a conference call if there is a busy signal. The agent must confirm that the third party is available before completing a conference call.
Prerequisites
•Ensure that the agent you want to conference in has a Predictive skillset and they are in Ready status.
Procedure steps
Step Action
1On the Agent Desktop work item, click Conference.
2In the Conference dialog box, select whether you conference to an agent by Skillset, Agent, Work Session, or Phone number, and then select the party you want to conference in from the updated list of available options.
OR
Type a phone number in the Number to Dial field.
56 | 2 December 2010 |
