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.

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.

• If an agent does not know where to seek help, the agent can select a skill queue for the system to specify an agent in the skill queue as the requested agent.
• If an agent knows to whom a help-seeking request can be sent, the agent can directly enter the agent ID of the requested agent to seek help.

Prerequisites

• The agent has signed in.
• The agent is in a two-party conversation.

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 an agent does not know where to seek help, the agent can select a skill queue for the system to specify an agent in the skill queue as the requested agent.
• If an agent needs to seek help from another agent, the agent can select the agent for the system to specify the agent as the requested agent.
• If an agent knows to whom a help-seeking request can be sent, the agent can click to select or enter an external number.