Agent and Address Book consults

Last Updated : Jun 04, 2026 |

During an ongoing customer call, an agent can consult another agent or an external contact. The agent A consults agent B by clicking the Consult icon. Outbound Server supports two types of consults:

  • Agent Consult: To consult another agent.

  • Address Book Consult: To consult an external contact.

Agent Consult

Agent A clicks Agent Consult. After clicking Refresh List, from the list of agents available, Agent A can initiate a consult by clicking on the required agent name. Agent B receives the consult request. The customer is on hold while the agents are consulting. Agent A can transfer the call to Agent B and exit the conversation or agent A can conference the call with agent B and the customer. If agent A initiates the conference the call, then agent A becomes the conference owner and agent B becomes conference passive. The conference owner can transfer the ownership to the passive agent by clicking the conference icon .

Address Book Consult

An agent clicks Address Book Consult. From the list of external contacts configured, an agent can initiate a consult by clicking on the required contact name. Based on system configuration by the administrator, you can also type an external number to make a call. Agent can transfer the call to an external contact and exit the conversation or agent can conference the call with the external contact and the customer.

Consult states

State

Description

Pending Consult

The agent A attempts to consult agent B by clicking the Consult icon. If agent B is in conversation with a customer when agent A sends the consult request, the request gets queued in the interaction area of agent B as a pending consult. Outbound Server can assign maximum two pending consult requests to an agent who is on a customer call.

Agents in Consult

The agent who initiates a consult request is the active agent and the other agent is the passive agent. When agents are consulting, the customer call is placed on hold.

Leaving Consult

An agent can leave a consult by clicking the Leave Consult icon. During the consult, the agent cannot disconnect the customer call. The agent must end the consult before disconnecting the customer call. When the agent ends the consult, only the passive agent is disconnected.

Consult menu

Button

Description

To consult another agent or an external contact during an ongoing customer call.

To cancel or leave a consult.

To transfer the call to another agent or an external contact during a consult.

To enter a conference with another agent and the customer.

OR

While in conference with an internal agent and the customer, click this button to change the ownership of the conference.

To select a Not Ready reason code.