Consulting a Microsoft Teams contact

Last Updated : Jan 30, 2024 |

About this task

During an active call with the customer, you can make a consultation call to a Microsoft Teams contact. The call with the customer is automatically put on hold, and after the consultation, you can do the following:

  • Resume the conversation with the customer.

  • Transfer the call with the customer to the Microsoft Teams contact. Here, you drop off from the call with the customer, and the Microsoft Teams contact takes over the call.

  • Add the Microsoft Teams contact to the call with the customer. Here, you initiate a three-way conference with the customer, Microsoft Teams contact, and yourself.

Before you begin

  • Ensure that you are in the Ready state and on an outbound call with the customer.

  • Ensure that you are in the Ready state and accept an incoming call from the customer.

Procedure

  1. On the Users tab, search for the contact or locate it in the Favorites list.

    You can also search for the contact on the Groups or Chats tab.

  2. Click the Consult icon for the contact to consult.

    On the Users and Groups tabs, the option to make a consultation call is next to the contact name. On the Chats tab, the option is at the top of the chat pane.

    The consultation call starts if the Microsoft Teams contact accepts the consult request. Avaya Workspaces displays a new interaction card for the consultation call.

  3. On the interaction card, do one of the following:

    • Click the End Interaction icon to end the consultation call and resume the call with the customer.

    • Click the Transfer icon to transfer the call with the customer to the Microsoft Teams contact.

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