Genesys Cloud - Main

PureCloud has 2 phones basically, the normal one collaborate pro users can access and the the Interactions tab where ACD calls are received.

In the normal phone view you easily create a conference call and the resource center also only documents it for this phone.

On the interactions tab, there is no button or context menu that allows this. It simply cannot be that this is not possible, in a contact centre 90% of conference calls would originate from ACD calls.

Has anyone come across this issue?

Kind regards,

Jannie

Hello Jannie,

You can use the "consult transfer" functionality to add a third person to an ACD call: https://help.mypurecloud.com/articles/consult-intended-recipient-transferring-call/

The agent can initiate a consult transfer to a third person, and then take the original caller off hold so that all three people can talk.

Hi Caitlan

Thank you for the reply. We found that one, but it seems this customer will pull in up to 5 people in a conference. Not sure how we can get past this.

It is bizarre that the Contact centre portion is so different from the rest of the platform :-)

Kind regards,

Could you provide more details on who are all the parties that should be joined in a conference? Is it one inbound call and then the rest are internal employees, or are there multiple inbound calls that need to be joined in? How many external participants?

Hi Lucie

Thank you for getting in touch.  So the scenario is inbound ACD call answered by a user that is On Queue (On the Interactions pane).

In this view, there is no button or option to create a conference call.

When making a new external outbound call with the inbound ACD active (On behalf of workgroup or without), the second call appears but puts the first call on hold. From this point on you have to switch between the calls as the other call is always put on hold

No additional elements on the page appears that would allow a conference to be created and you also cannot drag and drop like on CIC :-) 

So no internal parties in this scenario. Also Remote number station is used by the agent receiving the call.

Thank you in advance for any assistance.

Kind regards,

Jannie

Thank you. So if I'm understanding correctly, the customer wants to have the agent and 4-5 external parties joining the conference call? The first external customer calls in, the agent answers and then they are to loop in additional 3-4 other external parties?

Hi Lucie

Correct, they sell various products on behalf of other companies so for financial products for example, the person phoning in might need co-approval from 2 - 3 other people. In South Africa we have verbal contracts so an agreement over the phone is the same as signing a contract.

Kind regards,