Consulting
An agent can initiate a consultation request during a call with a customer. During consultation, the call channel of the customer is held, and the agent who initiates the consultation request talks with the agent who accepts the consultation request.
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 Consult page.
Consultation supports three modes: skill queue, agent, and external number.
- Consultation with a skill queue
Figure 1 Skill Queue page
- Consultation with an agent
Figure 2 Agent page
- Consultation with an external number
Figure 3 External page
Figure 4 External page (entering)
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