Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Video Businesses/ Making Three-Party Calls
Updated on 2024-10-12 GMT+08:00
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Making Three-Party Calls

An agent can connect to a third party to jointly handle the business during a call with a customer.

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 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.

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.