Interaction Desktop Help
Making Conference Calls
Requirements: You need the Conference Calls Security right to create a conference call.
Creating a conference call is as easy as making or receiving several individual calls, then dragging and dropping each call to connect the participants. You can also use Join to connect to another user’s phone call. Anyone with a telephone can participate in a conference call. Any CIC client user participating in the conference session can add or delete the other conference call participants.
Warning: Do not use a consult transfer or a conference call to transfer a call to an attendant profile, workgroup queue or an agent's voicemail. If you call into a workgroup queue and are put on hold and then conference the original call with your workgroup call and then disconnect from the resulting conference, the original call is removed from the workgroup queue. It is put on hold and remains on hold. Use a blind transfer to transfer a call to an attendant profile, workgroup queue or an agent's voicemail. For more information, see Transfer a Call Without Consulting the Recipient.
Note: You must wait until a call connects before you can add it to a conference.
Tip: You can put a conference on Hold by selecting the conference and clicking the Hold button. You can click the Pickup or Hold buttons to reconnect to a held conference. For more information, see Place a Call on Hold.