Consulting

Context

During consultation, the call between the agent and customer is held, and the agent talks with another agent or an external party who accepts the consultation request. After the consultation call ends, the current agent can continue to talk with the customer.

Procedure

An agent in talking state clicks on the connection bar to open the consultation page.

Consultation supports three modes: skill queue, agent, and external number.

• Consultation with a skill queue

  

• Consultation with an agent

  

• Consultation with an external number