With the Consult feature, you can receive assistance from the supervisor, other agents, or external sources during an interaction with the customer. After a consultation call ends, you can end the call and 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 from the call, and the consulted agents, supervisor, or external sources take over the call. You can include upto six parties in a conference.

If you end the consultation call as a conference, you initiate a six-way conference with the customer, consulted agents, or supervisor, and yourself. If you consult to external sources and end the consultation call as a conference, you initiate a six-way conference with the customer, external sources, and yourself.

If your account administrator configured external calling and Avaya Workspaces uses the default call routing, you must dial a PSTN or a SIP number for calls to Avaya Aura X for Avaya Cloud Office (ACO) users. For example, +1xxxxxxxxxx or sip:+1xxxxxxxxxx. If your account administrator enabled dedicated routing for calls to Avaya Aura X for Avaya Cloud Office (ACO) users, 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.