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Consult Conference

Updated: tech writers Edited:

Consult Conference puts the Customer on hold while the Source Agent makes an internal call to the Destination Agent to provide a context of the customer call.

The duration for which the Source and Destination Agents talk while the Customer is on hold can be configured in the Min / Max Pause time of the Source Agent Behaviour. The Source Agent merges the Destination Agent with the Customer to patch all of them in a single conference call.

In this example, two Behaviours are configured. One for the Source Agent, who answers the Customer Call and then initiates a Consult Call with the Destination Agent. And the other Behavior for the Destination Agent, who receives the Conference request from the Source Agent.



Source Agent Behavior

  1. Add the Wait Ringing and Wait Answer Activities.

    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add the Request Hold Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Source Agent will wait before initiating a Conference Consult action. The Transfer Destination depends on the type supported by the Contact Centre Platform, such as an Agent extension or a Route Point.
  3. Add a Wait Conference Consult Activity to ensure that the Source Agent waits for the Destination Agent to accept the incoming call. If the Conference is with a Route Point that is configured to find most suitable agent, then the Min / Max Pause Time can be adjusted to ensure that the Destination Agent receives the Conference call.
    The transfer destination format depends on the CTI vendor. For information about transfer destination formats for different vendors, see Transfer and Conference Destination.
  4. Add a Request Conference Complete Activity with a Min/Max Pause Time equal to the time that the customer is on hold while the two Agents talk to each other.
  5. Add a Wait Conference Activity so that the Souce Agent waits for all participants to join the conference.
  6. Add the Request Release Activity so that the Source Agent exits the conference call. The Min/Max Pause Time along with the Request Release Activity of the Destination Agent Behavior determines if the Source Agent exits the conference before or after the Destination Agent.

Destination Agent

The Destination Agent is the consulted party that answers the incoming Conference request from the Source Agent.

  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add the Request Conference Single Step
  3. Add a Verify Interaction Data Activity with the necessary attributes to check if the attached Data from the calling customer is passed to the Destination Agent.
    Note: Depending on the Call Center Platform configuration, a Consult call from the Source Agent to the Destination Agent may not carry any customer attached data from the customer call. The Verify Interaction Data Activity must have an appropriate Min/Max Pause Time to ensure that the Request Conference Complete Activity is triggered by the Source Agent Behavior. The attached data might be available to the Destination Agent only after the Source Agent has joined all the three parties to the conference.
  4. Add the Request Release Activity so that the Source Agent exits the conference call. The Min/Max Pause Time along with the Request Release Activity of the Destination Agent Behavior determines if the Source Agent exits the conference before or after the Destination Agent.
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