Avaya Workspaces supports the Consult feature. With this feature, an agent can call a user with an external number to receive assistance during a customer interaction. Agents can send a consult request to an external user. The consulting agent is the agent who sends the consult request to receive assistance, and the consulted agent is the agent who assists the consulting agent.

During the consultation, agents can do the following actions:

• Put the customer call on hold.

• Move between calls.

• Transfer or disconnect from the consultation or remain in the conference call.

• Resume the customer call.

If the agent receiving a consultation call is unavailable or does not answer the call within the RONA timeout period, the call remains on hold in the queue until a consulted agent is available. If the consulting or consulted agent or the external user cancels the consult request, the consulting agent returns to the call with the customer.

After receiving a consultation from another agent, the consulting agent can complete the consultation call as a transfer or a conference.

Six-way conferencing

Avaya Workspaces supports six-way conferencing where consulting agents can add one or more other agents, supervisors, or external users to complete a consultation call as a transfer or conference.

Consult complete as transfer

The consulting agents can transfer a customer interaction to an external number after the consultation call. After the transfer to an external user is complete, the consulting agent drops off from the call with the customer. An external user receiving a consultation call request joins the call with the customer. If the consulted external user is unavailable for the call, the consulting agent can cancel the consult request and return to the call with the customer.

Consult complete as conference

The consulting agents can complete the consultation call as a conference. After completing the consultation call as a conference, the customer automatically joins the conference with the consulting agent and the external user. If the external user is unavailable for the call, the consulting agent can cancel the consult request and return to the call with the customer. Avaya Workspaces displays the Consult button on a conference call for agents until there are maximum of six participants on the conference call.

Customer Journey support for consult interactions

Customer Journey sequentially records all consult call events, including consult conferences and consult transfers to users, queues, and external numbers.

Customer Journey also records interaction details for outbound calls to PSTN numbers.

In the Customer Journey and Interaction Search widgets, agents and supervisors can click to view the name of the consulting agent, the names of the consulted agents or queues, the duration of activity between agents or queues, the activity start timestamp, agent held time, and the total customer held time for an engagement.

Agents and supervisors can access the recorded data under the following scenarios:

• If the consulting agent completes the consultation call as a transfer, only the consulted agents or supervisors can view the recorded data for the customer engagement.

• If the consulting agent completes the consultation call as a conference, both the consulting and the consulted agents or supervisors can view the recorded data for the customer engagement.

• If the consulting agent resumes the customer call after the consultation, only the consulting agent can view the recorded data for the customer engagement.