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Predictive Outbound
56 NN44400-114 Contact Center Agent Desktop 2 December 2010
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
1 On the Agent Desktop work item, click Conference.
2 In 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.