Conference person into a phone call interaction (App)

This article explains how to conference a person into a voice interaction in App.

You can conference different types of people into a customer conversation in the Queue. You can conference with another queue user, a non-queue user (a licensed Edify EX user), or an external contact, which is a person that’s outside of your account. 

Either way, the process for conferencing the person into the customer conversation is the same.

To conference a person into an inbound or outbound voice interaction, you’ll first initiate an attended transfer to that person. Then, after the receiving person answers the attended transfer, you’ll bring everyone together into the conference by pressing the Conference button.

These are the types of conferences that you can perform in queue:

• Conference in a user (like an Edify CX user working the same queue as you or any Edify EX user).

• Conference in a different queue (like Billing Q needs help from Support Q).

• Conference in an external contact.

This article provides the steps for each type of conference.

In this article

Conference in a queue user

1. From an active interaction, click the transfer button.

2. Click the Users button.

3. Search or scroll to the user you want to transfer to.

4. Click the user entry.

5. Notice the system defaults to the queue user’s extension. From here, you can decide to call the queue user’s extension or their mobile number/forwarding number if listed.

6. Click the Attended button.

7. Notice the interaction is connecting.

8. Once connected, click the Conference button to bring the customer into the conversation.

9. Once clicked, all three people are on the phone call together.

Conference in an Edify EX user (non-queue)

1. From an active interaction, click the transfer button.

2. Click the Users button.

3. Search or scroll to the user you want to transfer to.

4. Click the user entry.

5. Notice the system defaults to the user’s extension. From here, you can decide to call the user’s extension or their mobile number/forwarding number if listed.

6. Click the Attended button.

7. Notice the interaction is connecting.

8. Once connected, click the Conference button to bring the customer into the conversation.

9. Once clicked, all three people are on the phone call together.

Conference in a different queue

1. From an active interaction, click the transfer button.

2. Click the Queues button.

3. Search or scroll to the queue you want to transfer to.

4. Click the queue entry.

5. Click the Attended button.

6. Notice the interaction is connecting.

7. Once connected, click the Conference button to bring the customer into the conversation.

Conference in an external contact

1. From an active interaction, click the transfer button.

2. Click the Contacts button.

3. Click into the contact Phone Number field and enter the external phone number you want to conference into the conversation.

4. Click the call out button.

5. Notice the system displays the Transfer To panel that displays the external phone number you entered in the Phone Number field. This lets you check that you entered the correct phone number.

6. When you’re ready to start calling the external contact, click the Attended button.

7. Notice the interaction is connecting.

8. Click the Conference button to bring the customer into the conversation.