Genesys Cloud (formerly PureCloud)

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How do Agents Conference queue calls with interpreters?

  • 1.  How do Agents Conference queue calls with interpreters?

    Posted 30 days ago
    We have callers that english isn't primary language and we need to be able to conference interpreter into the call. Articles in resource center say that Queue calls cannot be conferenced. That is unacceptable as interpreter needs to hear both parties.
    #Unsure/Other

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    David Gildersleeve
    Telecom Engineer
    Celink
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  • 2.  RE: How do Agents Conference queue calls with interpreters?

    GENESYS
    Posted 29 days ago
    The only way is for the agent to initiate a Consult Transfer to the interpreter, then add the customer to the consult when the interpreter answers, then never complete the transfer...just stay in Consult with both people until the call is done.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: How do Agents Conference queue calls with interpreters?

    GENESYS
    Posted 29 days ago
    Edited by Abdullah Samim 28 days ago
    This feature has been accepted my Genesys PM and will be made available.  See idea: Genesys Cloud Ideas Lab and vote.



  • 4.  RE: How do Agents Conference queue calls with interpreters?

    Posted 27 days ago
    What is the Ideas Lab number?  Your link above just takes me tot he top-level menu.

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    Marty Hand
    National Domestic Violence Hotline
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  • 5.  RE: How do Agents Conference queue calls with interpreters?

    GENESYS
    Posted 20 days ago
    Hi Marty,

    I could be wrong, but it might be this one: https://genesyscloud.ideas.aha.io/ideas/EDGE-I-76 that was referenced.

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    Rebecca Harper
    Genesys - Employees
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