Conferencing an External Number
Conferencing in the agent portal is pretty straight forward.
Note: You have to be currently connected to a call in order to conference.
First, click on the "Conference" button from the left menu.
Once you click this button, you will get a pop up that will allow you to select pre-configured numbers based on the campaign you are logged into, as well as manually type a number in.
In addition to these two options, you are also given the ability to put the customer on hold while you call the external number. This is useful for warm transfers to external vendors.
In addition to these two options, you are also given the ability to put the customer on hold while you call the external number. This is useful for warm transfers to external vendors.
At this point, you can click the hang up button to disconnect in a couple of different ways.
Once you click the hang up button found on the left menu, you will get a pop up that looks like this:
Once you click the hang up button found on the left menu, you will get a pop up that looks like this:
Here is an explanation of each option:
- Disconnect From Conference: This option will disconnect you from the call leaving the third party and the customer connected.
- Disconnect 3rd Party: This will disconnect the external number from the call.
- Hangup Conference and Call: This will disconnect both the customer and the external number you've conference from the call.