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.
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