Consulting an Avaya Cloud Office contact

Last Updated : Mar 25, 2024 |

About this task

During an active call with the customer, you can consult an Avaya Cloud Office™ 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 Avaya Cloud Office™ contact. You drop from the call with the customer, and the Avaya Cloud Office™ contact takes over the call.
Add the Avaya Cloud Office™ contact to the call with the customer. You initiate a three-way conference with the customer, Avaya Cloud Office™ contact, and yourself.

If your account administrator enables extension calling, the user's Avaya Cloud Office™ extension is the default number to call and transfer the call.

Before you begin

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

Procedure

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.
For the contact to consult, click .

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 Avaya Cloud Office™ contact accepts the consult request. Avaya Workspaces displays a new interaction card for the consultation call.
On the interaction card, do one of the following:
- Click to end the consultation call and to resume the call with the customer.
- Click to transfer the call with the customer to the Avaya Cloud Office™ contact.
- Click to complete the consultation call as a conference.