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.

• Help-seeking from a skill queue: If an 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.
• Help-seeking from a specified employee ID: If an agent knows to whom a help-seeking request can be sent, the agent can directly enter the corresponding employee ID for help-seeking.

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 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.