By default, three call appearances are available for a SIP station. Also, there is a default station-level configuration to restrict the last call appearance for an outbound call. If an agent has an inbound or outbound call on the first call appearance, the agent can do a 6-party conference using the second call appearance. If the agent's first call appearance is busy with a call and receives a second call, the agent can start a conference call or transfer the call using the third call appearance, as it is reserved for outbound calls.

You can configure additional call appearances at the station level for the required number of active calls you want to route to an agent. The last call appearance remains restricted for outbound calls unless it is disabled at the station level.

If an agent has three call appearances, the agent can have three calls simultaneously. However, one call is active at a time, and the other two are on auto-hold. The two simultaneous calls can include the following:

• 1 inbound call + 2 outbound or consult calls.

• 2 inbound calls (1 ACD call and 1 UC call) + 1 outbound or consult call.

• 2 inbound calls (2 UC calls) + 1 outbound or consult call.

Regarding the Consult feature, if an agent receives an ACD call, the agent can make two consult calls individually. If the agent makes a third consult call, that is, the fourth call in total, the work card of the fourth call displays on Avaya Workspaces. However, the call does not initiate successfully, and the agent hears an error tone. If the agent wants to make another consult call, the agent must end an existing consult call or merge the existing calls to make a conference call.