Adding another agent to an interaction

Last Updated : Aug 14, 2020 |
Prolog information
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Use this procedure to add another agent to the interaction.
Avaya Workspaces allows a user to place a customer interaction on hold while they consult with another consulted agent. After consulting with the required agent, the user can choose to drop the consult call and resume the main conversation with the customer. The user can also choose to complete the consult as a conference. The user can end the consult call initiating a three-way conference so that the customer, consulted agent, and user are placed in conversation.
Note:
The Salesforce menu appears only if you are connected to Salesforce. The Enterprise Directory menu is disabled if address book integration with LDAP is not configured.
  1. In a voice interaction card, click the Consult icon (Consult).
  2. Do one of the following:
    • In the Enter Extension field, type the extension to which you want to transfer the voice interaction or consult with other agent and click the Dial icon (Dial).
    • To consult another agent, in the Services, select a service you want to consult with.
    • In the Team, Enterprise Directory, or Salesforce menu, search for and click the name of the agent to whom you want to transfer the voice interaction or consult with other agent.
      Note:
      The search menu returns a maximum of 10 results. If your search return more than 10 matches, refine your search for a better match. The search list only returns contacts that have at least 1 phone number.
    ADDITIONAL INFORMATION:
    Avaya Workspaces makes an outbound voice call to the extension you provide.
    Avaya Workspaces displays a new interaction card joined to the existing interaction card with options to resume, hold, transfer, or start a conference call.
  3. Click one of the following:
    • Hold icon (Hold): To resume the interaction that was on hold.
    • Complete as Conference (Consult): To complete the consult call as conference.
      As the conference connects, the main interaction card connects to the call with the customer while the consult interaction card momentarily greys out and then drops. The consulting agent is in a three way conference call with the consulted agent and the customer. The main interaction card title displays as Conference to indicate that the call is in conference.
      Note:
      The Complete as Conference does not support completing consult to service as a conference of Web Voice or WebRTC calls. However, Complete as Conference is limited to PSTN voice calls. While both the consulting agent and consulted agent are in conference with the customer, they are restricted from carrying out further consults through services. The consulting agent cannot complete as conference until the consult call starts alerting at the consulted agent.
    • Complete as Transfer (Transfer): To transfer the call to the agent with whom you consulted.