With the Consult feature, you can call users with external numbers to receive assistance during a customer interaction. After a consultation call ends, you can resume the conversation with the customer. You can also complete the consultation call as a transfer or conference.

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

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

The Consult feature is unavailable if a supervisor observes or coaches the call.

If Avaya Workspaces uses the default call routing, you must dial a PSTN or an SIP number to call Avaya Aura X for Avaya Cloud Office (ACO) users. For example, +1xxxxxxxxxx or sip:+1xxxxxxxxxx. If your account administrator enables dedicated call routing, you must dial Avaya Aura X for Avaya Cloud Office (ACO) numbers in the <PSTN number>@domain.com format. For example, +1xxxxxxxxxx@avaya.com. You can also use Avaya Aura X for Avaya Cloud Office (ACO) extensions and dial <extension number>@domain.com. For more information about your contact center setup, contact the account administrator.