In Avaya Workspaces, agents can transfer PSTN or Web voice calls to other agents or supervisors. Also, agents can add more agents or supervisors to ongoing PSTN and Web voice calls.

Using Avaya Workspaces, an agent can put a conversation with a customer on hold while they talk to another agent. After getting a consultation from that agent, the agent can end the consultation call and resume the conversation with the customer.

The agent can also choose to complete the consultation as a conference. For example, the agent can end the consultation call and initiate a three-way conference with the customer, the consulted agent, and the agent in conversation.

This feature applies to agents and supervisors for the PSTN and Web voice channels.