Conference mode

The Conference Mode is an advanced call functionality that replaces the traditional Attended Transfer process, expanding it with conference call capabilities, as well as advanced mute and hold functions.

This feature increases problem-solving efficiency by allowing the customer, the initiating agent, and a designated third party (such as an expert, another agent, or an external phone number) to actively participate in the conversation simultaneously in a managed way.

Activation and Prerequisites

Since this feature overrides the standard Attended Transfer behavior, it must be specifically enabled on project-and user-level.

Initiating a Conference Call

The process to start a conference call begins exactly like a traditional transfer:

1. During an active customer call, click on the Transfer button.
2. In the pop-up window, select the third party you want to invite (another agent from the project, an external number, or an IP extension).
3. At this point, next to the traditional “Attended transfer” button, a new Start conference call button will appear. Click on it!
   (Note: The standard “Transfer” button will remain available if the original process is needed).

Managing Participants During a Call

Once the selected third party answers the call, a new transfer panel appears in the original customer call window. Here, the initiating agent (the leader) has the following options:

• Hold & Switch: Use this button to switch between the parties you want to speak with privately 1-on-1. For example, if you click it, the customer is placed on “Hold” and hears waiting music, allowing you to consult with the expert in private. Clicking it again puts the expert on Hold, and you resume speaking with the customer.
• Conference button: Clicking this removes all mute and hold statuses. From this moment, all three parties (client, initiating agent, invited expert) can hear each other simultaneously and talk together.
• Mute: You can individually mute the customer and the third party using separate toggle buttons.
• Take Back: Return to the original 1-on-1 customer call (in the usual way).
• Remove: Remove the third party from the call entirely.

Important: As a safety feature, if the initiating (leading) agent’s connection drops unexpectedly, or if they manually leave the call, the conference does not end! The remaining parties (e.g., the customer and the invited expert) can continue their conversation without interruption.

Practical Use Cases

Example 1: Involving an Expert for Joint Troubleshooting (Using the Conference button)

Scenario: A customer contacts customer service regarding a complex technical issue. A Level 1 agent answers the call but realizes that a Level 2 technician is needed to resolve it.

Application:

1. The agent clicks the Transfer button, finds the L2 technician, and selects Attended transfer.
2. The customer immediately starts hearing music. When the technician answers, the L1 agent quickly summarizes the situation to them in private.
3. They realize it would be most efficient to ask the customer questions directly.
4. The agent tells the customer that they will move into a conference call and clicks the Conference button. From then on, all three (L1, L2, and the customer) are in a shared “room,” can hear each other, and troubleshoot the problem together in real time.

Example 2: Private Background Consultation for Approval (Using Hold & Switch)

Scenario: During a contract signing process, an agent needs to consult an internal bank approval manager regarding an internal policy that the customer shouldn’t hear.

Application:

1. From the customer call, the agent initiates a call to the manager using the Start conference call function.
2. The agent puts the customer on Hold and immediately begins hearing waiting music.
3. The agent discusses the necessary steps and rules with the manager without the customer hearing anything.
4. If a specific question arises for the customer during the chat, the agent clicks Hold & Switch (the manager then receives music), asks the customer, then clicks the button again to switch back to the manager to provide the answer.
5. Once the approval is complete, the manager can hang up, or the agent removes the manager to return to the normal customer call and deliver the result to the customer.