Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

My apologies...we use the term "Interaction" as a superset of "Call" (it can refer to calls, chats, emails, etc.). I didn't realize you were probably talking about the Interactions view for an agent.

One way is to put multiple phone numbers into the dialog when placing a call on behalf of queue:



------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-30-2019 05:50
From: Luke Mitchell
Subject: Conference an interaction

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Ok thanks George,

I have voted for some ideas in the ideas lab, hopefully it is added to the in-call features for interactions in the future.

Just wanted to make sure I wasn't missing anything simple

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 09-30-2019 10:12
From: George Ganahl
Subject: Conference an interaction

My apologies...we use the term "Interaction" as a superset of "Call" (it can refer to calls, chats, emails, etc.). I didn't realize you were probably talking about the Interactions view for an agent.

One way is to put multiple phone numbers into the dialog when placing a call on behalf of queue:

There is no way to create a conference from an Inbound ACD interaction.

The closest thing is a Consult Transfer, which allows you to conference the parties together before completing the transfer (you could cancel the transfer after the conference part...but that's kludgy).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-30-2019 05:50
From: Luke Mitchell
Subject: Conference an interaction

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

The workaround seems to be whilst you are on a inbound call interaction, to start a consult transfer and then un-hold the original party.  This is ok but would be much better if there was a "conference" in-call button for the agent to use.  It's not very user intuitive

Also the ability to add more than one party to the call if needed

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 09-30-2019 10:19
From: Luke Mitchell
Subject: Conference an interaction

Ok thanks George,

I have voted for some ideas in the ideas lab, hopefully it is added to the in-call features for interactions in the future.

Just wanted to make sure I wasn't missing anything simple

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-30-2019 10:12
From: George Ganahl
Subject: Conference an interaction

My apologies...we use the term "Interaction" as a superset of "Call" (it can refer to calls, chats, emails, etc.). I didn't realize you were probably talking about the Interactions view for an agent.

One way is to put multiple phone numbers into the dialog when placing a call on behalf of queue:

There is no way to create a conference from an Inbound ACD interaction.

The closest thing is a Consult Transfer, which allows you to conference the parties together before completing the transfer (you could cancel the transfer after the conference part...but that's kludgy).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-30-2019 05:50
From: Luke Mitchell
Subject: Conference an interaction

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Hi Luke - could you please point me in the direction of these ideas as I would like to vote for them also?

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 09-30-2019 10:19
From: Luke Mitchell
Subject: Conference an interaction

Ok thanks George,

I have voted for some ideas in the ideas lab, hopefully it is added to the in-call features for interactions in the future.

Just wanted to make sure I wasn't missing anything simple

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-30-2019 10:12
From: George Ganahl
Subject: Conference an interaction

My apologies...we use the term "Interaction" as a superset of "Call" (it can refer to calls, chats, emails, etc.). I didn't realize you were probably talking about the Interactions view for an agent.

One way is to put multiple phone numbers into the dialog when placing a call on behalf of queue:

There is no way to create a conference from an Inbound ACD interaction.

The closest thing is a Consult Transfer, which allows you to conference the parties together before completing the transfer (you could cancel the transfer after the conference part...but that's kludgy).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-30-2019 05:50
From: Luke Mitchell
Subject: Conference an interaction

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Hi Gordon,

There is this idea:

https://purecloud.ideas.aha.io/ideas/CLINB-I-413

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 10-17-2019 07:53
From: Gordon Thomson
Subject: Conference an interaction

Hi Luke - could you please point me in the direction of these ideas as I would like to vote for them also?

------------------------------
Gordon Thomson
Actavo

Original Message:
Sent: 09-30-2019 10:19
From: Luke Mitchell
Subject: Conference an interaction

Ok thanks George,

I have voted for some ideas in the ideas lab, hopefully it is added to the in-call features for interactions in the future.

Just wanted to make sure I wasn't missing anything simple

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-30-2019 10:12
From: George Ganahl
Subject: Conference an interaction

My apologies...we use the term "Interaction" as a superset of "Call" (it can refer to calls, chats, emails, etc.). I didn't realize you were probably talking about the Interactions view for an agent.

One way is to put multiple phone numbers into the dialog when placing a call on behalf of queue:

There is no way to create a conference from an Inbound ACD interaction.

The closest thing is a Consult Transfer, which allows you to conference the parties together before completing the transfer (you could cancel the transfer after the conference part...but that's kludgy).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-30-2019 05:50
From: Luke Mitchell
Subject: Conference an interaction

Hi George,

Thanks, however this only shows how to complete a conference with a standard call not an interaction.  I have tried receiving an interaction and then making a standard call but cannot add these together.

It would seem this is a basic telephony requirement that is missing from interaction in-call features?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd

Original Message:
Sent: 09-27-2019 11:30
From: George Ganahl
Subject: Conference an interaction

There is a section on this page in the Resource Center which describes how:

https://help.mypurecloud.com/articles/make-conference-call/

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-27-2019 11:14
From: Luke Mitchell
Subject: Conference an interaction

Hi All,

Does anyone know how to conference when in an interaction?

I cannot see anyway to do this and it seems quite a basic requirement that is missing?

Thanks Luke
#Telephony

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------