Genesys Cloud - Main

Hi,
Some of our clients require the ability to "conference call" with more than 3 participants (for example, this is a mandatory requirement from "tourist" companies).
I've been able to make "conference calls" with more than 10(!) participants for an outgoing call, but I haven't found a way to create a "conference call" that starts with "incoming ACD". call.
Does anyone know how to do this?
#PlatformAdministration
#SIP/VolP
#Telephony
#Unsure/Other

There's an idea out there for it:  https://genesyscloud.ideas.aha.io/ideas/INB-I-782
In the mean time, the agent could make a regular communicate call, and then select the merge option. That will pull the acd call and outbound call into a conference. And then you can do it again for another communicate call.
Not ideal, and likely impacts analytics, but an option until Genesys has a permanent solution in place.

------------------------------
Krisinda Bleau
Principal Solution Engineer
ConvergeOne, Inc.
------------------------------

Hi,
Thanks a lot for your answer..
But the "idea" talks about the possibility of creating a "conferencing" (3-way)
Today we have such feature, but I'm asking about a conference call with more than 3 participants. For an outgoing call, I created a conference with 10 other numbers (some of them are internal and some are "external"), but for an incoming "ACD call" I did not find how to do it.

The idea https://genesyscloud.ideas.aha.io/ideas/INB-I-782 will tackle adding more than 3 participants for ACD conferencing and do it in a way thats within the context of the ACD call. The new upper limit is still being discussed and we will provide an update as we finish our planning phases. This is a top priority for us and we are looking to kick off this work soon. 

Check out the following thread that goes deeper into the workaround that one can use today  ( as mentioned by @Krisinda Bleau ). 
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=6e4994d3-9c21-499b-9b25-91e7d0a12481&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
​

------------------------------
Sabyasachi Pradhan
Genesys - Employees
------------------------------

Original Message:
Sent: 02-13-2022 02:09
From: Yvgeni Liberman
Subject: Conference calls

Hi,
Thanks a lot for your answer..
But the "idea" talks about the possibility of creating a "conferencing" (3-way)
Today we have such feature, but I'm asking about a conference call with more than 3 participants. For an outgoing call, I created a conference with 10 other numbers (some of them are internal and some are "external"), but for an incoming "ACD call" I did not find how to do it.

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.
------------------------------


Original Message:
Sent: 02-11-2022 09:48
From: Krisinda Bleau
Subject: Conference calls

There's an idea out there for it:  https://genesyscloud.ideas.aha.io/ideas/INB-I-782
In the mean time, the agent could make a regular communicate call, and then select the merge option. That will pull the acd call and outbound call into a conference. And then you can do it again for another communicate call.
Not ideal, and likely impacts analytics, but an option until Genesys has a permanent solution in place.

------------------------------
Krisinda Bleau
Principal Solution Engineer
ConvergeOne, Inc.