Adding an external user to an interaction

Last Updated : Oct 28, 2024 |

About this task

With the Consult feature, you can call a user with an external number 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 the consulted user takes over the call.
If you end the consultation call as a conference, you can initiate a six-way conference with yourself, the customer, and the consulted external user.

The external number can be the following:

a PSTN
an Avaya Workspaces
an Avaya Agent for Desktop
an Avaya one-X® Agent
an Avaya Cloud Office™
an Avaya Spaces
a Microsoft Teams
a SIP
an H323 hardphone

Before you begin

If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.
If you are logged into only the digital channel:
- Ensure that you Go Ready on voice.
- Ensure that you Go Not Ready on digital with the Not Ready reason code set to Work on Voice.

Procedure

On the voice interaction widget, click .
Click the Enter number field, and select one of the following:
- Enterprise Directory
- Contact Center Users
- Contact Center Services
- Phone Extensions
1. Type a value in the field as required.
  
  To search for a contact, enter a minimum of 1 character.
  
  To search Enterprise Directory contacts, Contact Center Users, and Phone Extensions, enter a minimum of 1 character.
  
  To search Contact Center Services, enter a complete VDN number. A partial VDN number does not display the search result.
2. In the search list, click a name, and to make a call, click .
  
  You can call the selected number.
The consultation call starts when the consulted user 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.
Optional Do the following to make a call using the dial pad:
1. To place a call from the dial pad, click .
2. Use the dial pad to type a number.
3. To make a call, click .
4. To dial the last dialed number, click .
The consultation call starts when the consulted user 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.
Do one of the following:
- To transfer the call to the external user, click .
- To complete the consultation call as a conference, click .