Conference Calls

Emplifi Agent Interaction allows you to create conference calls from your Select Interactions view. You can also add new callers to an existing conference, remove callers from a conference call, and end the conference call from the view. 

Creating a Conference Call

You can easily create conference calls containing three or more callers.

To create a new conference call:

1. Call each of the people who will participate in the conference.

   • Call a participant in the conference call, and then place them on hold by clicking the Hold button.

   • Repeat until all callers are connected.

2. Click the open/close button to open the Select Interactions view if you are not already there.

3. Hold down the [Shift] key while selecting each of the interactions that you want to include in the conference call.

4. On the Interaction Panel, click the Conference button to initiate the conference call. All selected interactions are immediately placed into conference mode.

The interactions are removed from your Select Interactions view, and replaced with an interaction that says, "Conference Call."

Adding Callers to an Existing Conference

You can add additional callers to a conference that is already in progress.

To call another party:

1. Use any of the standard dial methods to call another party. For details about dial methods, see Working with Interactions. When the dial is initiated, the conference call is placed on hold, but other members of the conference can still talk to each other.

2. If you receive a call from another party during a conference, you can answer it using normal means. For more information on answering using normal means, see the Answering Phone Calls section on page Working with Interactions. The conference call is placed on hold when you answer the incoming call.

To add the new call to a conference:

1. Select the conference call on your Select Interactions view.

2. Hold down the [Shift] key while selecting the call to be added.

3. Click the Conference button on the Interaction Panel. The new caller is added to the conference and you are returned to the conference as well.

Ending a Conference Call

To end a conference call, each caller must either hang up or be manually disconnected using the Disconnect button.

If the user who started the conference disconnects, this will not disconnect the other callers. The conference remains active until all callers disconnect (if there is only one remaining participant, the system automatically disconnects that person).

Once you disconnect yourself from a conference, there is no way to add yourself back in to the call. The only way to rejoin a conference would be if one of the other participants is also an Emplifi Agent Interaction user, they would be able to re-add you to the conference. For information on how to re-add users to a conference, see the Adding Callers to an Existing Conference section above.