Making Three-Party Calls

Context

An agent can initiate a three-party call during a call with a customer for help-seeking. In this scenario, a three-party call is set up among the customer, agent who initiates the help-seeking request, and agent who accepts the help-seeking request. If one party hangs up, the other two parties can still talk with each other.

If the video application mode is SFU video, three-party calls are not supported.

If the video application mode is MCU video, three-party calls are supported.

Procedure

A three-party call supports three help-seeking modes: help-seeking from a skill queue, help-seeking from an agent, and help-seeking from an external number.

When an agent clicks Three-Party during a call:

• If the agent does not know to whom a help-seeking request can be sent, the agent can select a skill queue. The system then specifies an agent in the skill queue to answer the call.
• If the agent needs to seek help from another agent, the agent can select an agent. The system then specifies the agent as the requested object.
• If the agent knows to whom a help-seeking request can be sent, the agent can click , choose External Number, and enter the external number.

During a three-party call, you can manually maximize the displayed image.

During a three-party call, you cannot share the desktop or adjust the video window size if not all of the three parties enable the video function.

The following modes are supported.

• The following figure shows the images of three parties of an equal size.

  

• The following figure shows a maximized user image.

  

• The following figure shows a maximized agent image.

  

• The following figure shows a maximized third party image.