Multi-Party Interaction Example

Multi-party interactions involve more than two participants. The most common scenario is a conference call. In a multi-party interaction, each participant is represented by a single summary and detail record.

For example, a conference with three participants might be created as follows:

1. An external party calls the CIC system.

2. An agent answers the call.

3. The agent consults another agent, creating the conference. In this scenario, three records can be displayed about the conference. 

The following image shows the master record for such a conference:

Click on a row in the master summary to view detail records for each party. The following image shows the first participant: 

First Party

Second Party

Third Party