Prerequisites
Disable the Consultative Conference option in System Options > Agent Preferences > Call Handling.
Use Direct Conference when you want to add participants to the conference without announcing the conference.
- On an active call, perform any one of the following actions:
To conference the call with your supervisor, in the Work List window, click Add WorkItem to Conference > Supervisor. For steps, see Calling Supervisors from Contact List.
To conference the call using the SpeedDial list, in the Work List window, click Add WorkItem to Conference > SpeedDial. For steps, see Making a call using SpeedDial.
To conference the call with an agent in the contact list, in the Work List window, click Add WorkItem to Conference > Contact List. For steps, see Making a call using Contact List.
To conference the call with an agent using the text input field, in the Work List window, click Add WorkItem to Conference > EnterValue. For steps, see Making a call using the text input field.
The system creates a new call in the conference with the first call in the work item where the first call appeared.
- To add more participants to the conference, click Add to Conference and repeat step 1.
- To control the conference hold options, perform any one of the following options:
To put the conference on hold, click Hold Conference.
To return to the conference on hold, click Unhold Conference.
- To end the conference call, perform any one of the following steps:
To drop the last added participant from the conference call, click Drop for the associated participant.
The conference returns to normal call.
To close the conference call, click Drop in the corresponding work item.
Depending on the Communication Manager settings, and on whether the conference participants are local extensions or trunk calls, dropping a conference may release some or all of the participants from the conference.
The system drops you out of the Communication Manager conference, but the other two parties if connected on the same Communication Manager (one person on a Communication Manager and the other on a trunk call, or both on a trunk) are allowed.
