Initiating Conference Calls

If you need the assistance of other agents to answer a caller's questions, you can use the conference feature to include the appropriate agents on a call.

To initiate a conference call:

1. Select the appropriate telephone line.

   The selected line must be green.

2. From the Select Call Action drop-down list box, select Conference.

3. From the drop-down list box of all numbers from the shared and agent phone books, select a number to be dialed.

   If the number is not there, select Dial other number to access an edit box and enter the number to be dialed.

4. Click Go.

   The system notifies the target agent of the incoming call (conference). The PeopleSoft page associated with the caller’s case opens for the target agent as it did for you when you first received the call.

   This feature depends upon two parameters set up by the administrator:

   • Default Screen Pop-up URL.

   • Personalization: Screen Pop-up Mode.

     If the default URL for screen pop-up is set and the screen pop-up mode is 0 (pop up when incoming) for the second agent, the agent gets the screen pop-up as soon as the call is transferred.

     If the screen pop-up is set to 1 (pop up after answer), the screen pops up only after the first agent completes the transfer or conference call. However, if the default URL for the screen pop-up is not set, then whether the mode is 0 or 1 doesn't matter. In that case, the second agent gets the screen pop-up only after the first agent completes the transfer or conference call.

     When you use one extension with two lines, the outbound call that you make to the agent to whom you are inviting to the conference gets initiated on your second line and the incoming call gets placed on hold. After the outbound call is established, you can consult with the third party, and place that call on hold. To complete the conference, you need to return to the first line and select Complete and click Go. This action releases the call on the second line and starts the conference on the first line.

     When you use two extensions, each with one line, the CTI Console cannot access the outbound call to the third party. When the outbound call is established, you consult with the target agent. You do not have to toggle between the two lines, and you do cannot put the recipient on hold. To start the conference, select Complete and click Go.

5. After consulting with the target agent, select Complete from the Select Call Action drop-down list box, and click Go.