Adding another agent or an external user to an interaction

Last Updated : Oct 28, 2024 |

About this task

With the Consult feature, you can receive assistance from another agent or an external user during an interaction with the customer. 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 drop off from the call, and the consulted agent or external user takes over the call. If you end the consultation call as a conference, you initiate a six-way conference with the customer, the consulted agent, and yourself. If you consult with an external user and end the consultation call as a conference, you initiate a six-way conference with the customer, the consulted external user, and yourself.

Before you begin

Ensure that you respond to a voice interaction.

Procedure

On the voice interaction card, click .
Do one of the following:
- In the Search field, start typing a name or phone number.
  
  If you type the phone number directly in Search field, click to request a consultation call. The search results are available only on directory.
  
  Check the results from the directory for the Name, and click next to the name to request a consultation call.
- Click Open Dialpad to enter a phone number in the dialpad, click next to the phone number to request a consultation call.
- Click one of the available search categories to expand it and start typing a name or phone number. For hybrid voice, the available categories include the following:
  - Salesforce Directory
  - Enterprise Directory
  - Contact Center Users
  - Contact Center Services
  - Phone Extensions
To request a consultation call, click next to the contact from the directory.

You can also click to view the available phone numbers and then click next to the number to which you want to transfer the call.

The consultation call starts if the consulted agent or external source accepts the consult request. Avaya Workspaces for CRM displays a new interaction card within the existing interaction card.
Do one of the following:
- To transfer the call to the consulted agent, service, or external user, click .
- To complete the consultation call as a conference, click .