Contents

Join an Interaction

Requirements: See Join.

The Join feature enables you to add yourself to an interaction. Both the agent and the outside party can hear your side of the conversation. When you use the Join feature, the CIC client creates a conference call between the agent, the customer, and you.

To join an agent’s interaction:

Make sure you have permission to monitor a specific queue.
Select the interaction you want to join and do one of the following:
- Click the Join button.
- Right-click and choose Join from the menu that appears.
- Press Ctrl+J.

Result: You are now connected via conference call to the agent’s interaction. You can begin interacting with the agent and the customer.