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Conference calling from the Contact Center Client

If you need to talk with more than one person at one time or want to listen in on a call, you can use the Contact Center Client to start a conference call. To begin a conference call, you’ll need to be on a call (it doesn’t matter if you initiated or received it). After you add in the contacts, the active call details and buttons to manage your conference call move to the Conference Call pane.

Note: You can only be on one conference call at a time.

To participate in a conference call from the Contact Center Client:

  1. With a call in progress, from the Call Console pane, click HOLD.
  1. Type the phone number of the contact you want to add to the call, then click Dial (the phone keypad icon).
contact center call console conference call panel showing details
  1. When the person answers, from your desk phone handset or headset, announce the contact is being added to the call.
  1. To bring the other caller back into the call, from the Call Console pane, click CONF or use the conference keys on your desk phone.

    The active call details move to the Conference pane.
call console conference call panel showing details
  1. To add more people, repeat the process.
  1. You can also do any of the following:

    • To drop a contact from the conference call, click END (next to the contact’s caller ID).

    • To put a contact on hold, click HOLD (next to the contact’s caller ID).

    • To put your entire conference call on hold, click HOLD on the header bar for the Conference Call pane.

    • To end the conference call, click END on the header bar for the Conference Call pane. 

    • To drop yourself from the call, click LEAVE on the header bar for the Conference Call pane.

Note: If you leave a conference call, the other people can continue the conference call.