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.

Thanks for the additional context.

I did a quick test in my environment by answering a direct inbound call, receiving a second inbound call, and then using the Merge option from the Active Calls list. I was able to successfully merge the two callers into a conference.

Based on that, I'm wondering if the physicians are being presented differently than standard active calls, or if the previous custom conference line was providing additional conference bridge functionality beyond the native Merge capability.

When a second physician calls while the nurse is already on a call, does the nurse receive the second call as another active call that can be answered, or is it being handled differently?

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Phaneendra
Technical Solutions Consultant
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