Genesys Cloud - Main

When an agent receives 2 Communicate interactions they are able to connect the 2 into a conference. (Drag and drop)

However it seems I am unable to find the way to do this with 2 ACD calls. I scoured the help but am unable to find it.
Also nothing that states it is not possible either.

Sometimes it gives the impression you can drag and drop but nothing happens if you do. The conference does not give you an option to connect a existing ACD call.

Anyone with experience on how to do this?

The business case here are 2 people calling about the same issue that you want to drop in de same conference with the agent. That way they call all work towards a solution together.

Hi Andrew,

It is not possible to conference/merge together two ACD calls at this time (Note: You cannot create a conference call with interactions that originate from queues), I would recommend raising this as an idea on the Genesys Cloud Product Ideas Lab and adding your use case.

Maybe another member of the community has a solution for this though

When an agent receives 2 Communicate interactions they are able to connect the 2 into a conference. (Drag and drop)

However it seems I am unable to find the way to do this with 2 ACD calls. I scoured the help but am unable to find it.
Also nothing that states it is not possible either.

Sometimes it gives the impression you can drag and drop but nothing happens if you do. The conference does not give you an option to connect a existing ACD call.

Anyone with experience on how to do this?

The business case here are 2 people calling about the same issue that you want to drop in de same conference with the agent. That way they call all work towards a solution together.

When an agent receives 2 Communicate interactions they are able to connect the 2 into a conference. (Drag and drop)

However it seems I am unable to find the way to do this with 2 ACD calls. I scoured the help but am unable to find it.
Also nothing that states it is not possible either.

Sometimes it gives the impression you can drag and drop but nothing happens if you do. The conference does not give you an option to connect a existing ACD call.

Anyone with experience on how to do this?

The business case here are 2 people calling about the same issue that you want to drop in de same conference with the agent. That way they call all work towards a solution together.