Glad I found this topic given we have this same issue within our organization (
e.g. inbound call + agent + interpreter + clinical staff is a common occurrence.) Really looking forward to a smoother experience down the road when our [web app/desktop app/GCloud for Salesforce] users can simply use the Interactions component to combine more than 3 voice interactions and not have to jump to the Communicate Calls (Phone) component to do a conference.
To
@Nathan Smith's point, one thing that is a little unsettling for our agents is the fact that when they initiate a conference call it prompts them with the ACW/Wrap-Up Code box in the middle of their conferenced call. I technically understand why that happens and can try to explain to the users that their call hasn't technically ended. Are there any plans for a more graceful way to handle that scenario to prevent the need for additional agent clicks during the call?
I also agree the reporting impact will take further explaining to our Analytics team, but is what it is under the circumstances.
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Brian Jones
Ascension Health – IS, Inc.
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Original Message:
Sent: 01-28-2022 11:36
From: Nathan Smith
Subject: Conferencing more than max of 3 parties to ACD Interaction
I was able to get that to work- this is very exciting. I appreciate your help!
One thing to get used to, is having two interactions in Genesys for the same call. As soon as I merged the call, it started a new interaction. The new interaction at 11:10, thankfully had the full call recording on it.
Another thing to get used to, is that as soon as I merged the calls, the first call- "Queue" call disconnected which started the ACW timer. It's be easy to be distracted as an agent handling this multi-party call to also remember to set your wrap-up code and click done, on the ACD call.
Another thing to get used to is reporting will not be as clean- there are two calls now instead of one and only the first call retained the skill, but didn't record all the participants or activities.
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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
Original Message:
Sent: 01-27-2022 14:12
From: Sabyasachi Pradhan
Subject: Conferencing more than max of 3 parties to ACD Interaction
@Nathan Smith They can still start in the queue. But at the point of adding a new member one can create the a new communicate call and then once connected merge it with the ACD call, thus bringing all the parties together. Does this help your use-case ?
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Sabyasachi Pradhan
Genesys - Employees
Original Message:
Sent: 01-27-2022 12:56
From: Nathan Smith
Subject: Conferencing more than max of 3 parties to ACD Interaction
Thank you @Sabyasachi Pradhan. Unfortunately, the calls we need this capability for, always start in a queue.
I'm glad to hear you will start working on it this quarter- the sooner the better.
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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
Original Message:
Sent: 01-27-2022 11:29
From: Sabyasachi Pradhan
Subject: Conferencing more than max of 3 parties to ACD Interaction
+1 to what Robert mentioned.
- Start a communicate call with the additional party and then merge it with the ACD call.
- This does have drawbacks w.r.to Analytics, etc since this new conference is a communicate one and not an ACD one.
From a roadmap perspective, we are actively planning this and more updates on milestones/timelines will be available as we get past planning and start working on this item this quarter.
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Sabyasachi Pradhan
Genesys - Employees
Original Message:
Sent: 01-26-2022 10:31
From: Nathan Smith
Subject: Conferencing more than max of 3 parties to ACD Interaction
Hey all,
This enhancement is on the January Roadmap but it is in 'Target' status so it's a priority but doesn't have a deliverable timeline yet:
The core issue being remedied is a limit of 3 parties that can be on an ACD queue call. Our medical customers need to conference up to 5 or 6 parties.
What creative workarounds have you come up with?
I tried Consult and Blind transferring the call to my personal line or my DID line but it didn't trick the Cloud into treating it like a non-ACD call.
#ConnectwithaCustomer(NEW)
#Telephony
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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
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