Genesys Cloud - Main

With having the Consult and Conference options it is a little confusing.  When Agent A receives an ACD inbound call, places the caller on hold and select consult feature, Agent A is consulting with Agent B.  Agent A selects conference to bridge customer to Agent B for a warm Transfer and drops off.  However when Agent B and customer is continuing with the interactions it shows 2 people in conference and the Consult option is not available for Agent B. Is this how it suppose to work and is there a work around for like Agent B to be able to consult with another party if needed?

Hello Lee,

If Agent A is creating a conference, instead of a consult, then Agent B will not be able to consult the call.

https://help.mypurecloud.com/articles/consult-intended-recipient-transferring-call/