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  • 1.  Agent conferenced interactions - multiple parties added?

    Posted 02-06-2024 17:00
    No replies, thread closed.

    Had operations state today they do not see a way to conference another party after initial conference of 2 on the call is engaged. 

    The same process is not available. The conference transfer option is gone once the 3rd party is on the line and our only options were to transfer the caller to the 3rd part or start a new conversation. The agent was able to start a new conversation 


    #Telephony

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    Tim Strong Bear
    Senture, LLC
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  • 2.  RE: Agent conferenced interactions - multiple parties added?

    Posted 02-07-2024 15:35
    No replies, thread closed.

    Hi Tim, 

    Want to clarify, operations is trying to add more parties to the initial conference call and the add participant option was no longer available?



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    Antwuan Rencher
    Genesys - Employees
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    Original Message


  • 3.  RE: Agent conferenced interactions - multiple parties added?

    Posted 02-07-2024 16:43
    No replies, thread closed.

    Hi Antwuan, thx for helping,  - I am not sure if this would be considered a conference call or not, we found the Genesys help article about conference calls and that looked like someone placing an outbound call to all the needed parties at once. In our situation the agent received an inbound call from a customer, they use the consult transfer option to bring an interpreter on the line but then did not have a way to bring a 4th party on the line to escalate the caller and interpreter together



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    Tim Strong Bear
    Senture, LLC
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    Original Message


  • 4.  RE: Agent conferenced interactions - multiple parties added?

    Posted 02-08-2024 03:05
    No replies, thread closed.

    Hello Tim,

    at the moment the limit for customer interactions is 3 members per call. So you can not add a 4th participant. The limit for non-ACD calls is 20 members. But: Genesys is aware of this unlucky lmitiation and already announced, that this limitation will be fixed in the future. But I do not know the date on the roadmap.

    Best
    Christoph



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    Christoph Domaschke
    CRONBANK AG
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    Original Message


  • 5.  RE: Agent conferenced interactions - multiple parties added?

    Posted 02-08-2024 13:43
    No replies, thread closed.

    Hi Tim,

    @Sabyasachi Pradhan shared on Community the new feature for the end of February, maybe to may help you.

    https://community.genesys.com/discussion/upcoming-acd-conferencing-capabilities?ReturnUrl=%2fbrowse%2fallrecentposts

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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    Original Message


  • 6.  RE: Agent conferenced interactions - multiple parties added?
    Best Answer

    Posted 02-08-2024 14:58
    No replies, thread closed.

    Thanks for linking the announcement here. Thats right, this new feature will enable various paths to a true 3+ conferencing scenario. What Tim mentioned here is our consult-transfer scenario that lets only 3 parties to speak to each other mimicking a conference ( but not a true conference . This will always be limited to 3 parties ). 



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    Sachi Pradhan
    Product@Genesys
    [https://twitter.com/pradhan_sabya]
    [https://www.linkedin.com/in/sachipradhan/]
    ------------------------------

    Original Message


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