Genesys Cloud - Main

Hi!  

Sometime our agents receive an inbound call in queue that requires the use of a Language Line (Translator).  They can conference that call so all three of them are on the line (Agent, caller, and the Language Line that the agent dialed out through the queue).  On occasion, they need to add a fourth person to the conference.  Are they able to dial out that additional interaction through the queue and conference them in so there is a total of 4 lines on the conference? 

Yes, you can, but make sure your agents use the Conference button and not the consults button. Consults are limited to 3 and ACD/Queue conference can have up to 20 participants. 

Hi!  

Sometime our agents receive an inbound call in queue that requires the use of a Language Line (Translator).  They can conference that call so all three of them are on the line (Agent, caller, and the Language Line that the agent dialed out through the queue).  On occasion, they need to add a fourth person to the conference.  Are they able to dial out that additional interaction through the queue and conference them in so there is a total of 4 lines on the conference?