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  • 1.  Conference calls

    Posted 02-10-2022 03:39
    No replies, thread closed.
    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


  • 2.  RE: Conference calls

    Posted 02-11-2022 09:49
    No replies, thread closed.
    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.
    ------------------------------

    Original Message


  • 3.  RE: Conference calls

    Posted 02-13-2022 02:09
    No replies, thread closed.
    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.


  • 4.  RE: Conference calls

    Posted 02-14-2022 09:17
    No replies, thread closed.
    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


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