Genesys Cloud - Main

We built a custom conference line within Genesys cloud so we could receive several calls and then merge them all into a conference line. Our conference line no longer works so we're left with the conference functionality that exists. This seems to only work when we are calling several people that we will then conference. If I receive several callers calling me back I cannot merge them together, I have to tell them that we have to hang up and then I'll call them back to merge them. Anyone have any ideas?

Hi Cassie,

Just for clarification, are these callers reaching you through a queue/call routing configuration, or are they calling your direct number?

My understanding is that the conference option can behave differently depending on how the interaction is delivered. For example, conference functionality is available for outbound calls and calls delivered through call routing, whereas direct inbound calls to a user may not present the same conference options.

Understanding how the callers are reaching you may help determine whether this is a limitation of the interaction type rather than the conference feature itself.