Adding other agents to an interaction

Last Updated : Oct 31, 2024 |

About this task

With the Consult feature, you can receive assistance from other agents or a supervisor during an interaction with the customer. After a consultation call ends, you can end the consultation call and resume the conversation with the customer. You can also complete a consultation call as a transfer or conference.

  • If you complete a call as a transfer, you are dropped from the call, and one of the consulted agents takes over the call.

  • If you end the consultation call as a conference, you can initiate a six-way conference with the customer, the consulting, and the consulted agents.

Note:

You cannot transfer a call to the consulted agents or complete the consultation call as a conference if the supervisor observes or coaches the customer call.

Before you begin

Ensure that you are in the Ready state and accept an incoming interaction.

Procedure

  1. On the voice interaction widget, click the Consult icon.
  2. Do one of the following:

    • In the Services list, select a queue.

      The agent can request a consultation call from another agent or a supervisor in a queue.

    • In the Users list, select the agent to send a consult request.

    • Click the Unhold icon to resume the interaction on hold.

    The consultation call starts if the consulted agent accepts the consult request. Avaya Workspaces displays a new interaction card within the existing interaction card with options to resume, hold, mute, transfer, or start a conference call.

  3. Do one of the following:

    • Click the Transfer icon to transfer the call to the consulted agent.

    • Click the User Conference icon to complete the consultation call as a conference.