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.

During consultation, if the consulted agent does not answer the call for a long time, the agent who initiates the consultation request can cancel the consultation.

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

: The agent is idle.

: The agent is busy.

: The agent is taking a rest.

: The agent is in a voice or video call.

: The agent is in an online chat.
Consultation with an external number

If the outbound call object is a third-party IVR flow and the keys pressed by the customer or agent need to be transferred to the IVR flow in a three-party call later, select Indicates whether the process is a self-service process.

This check box is controlled by the tenant parameter Three-party Conference Number Transfer. The default value is not supported, indicating that this check box is not displayed. This check box is displayed only when the tenant administrator sets the parameter to supported.