Five9 - Zendesk Making a Conference Call
During calls, you can create and participate in conference calls with three or more internal or external parties. You can create a conference call in one or two steps:
- Two steps (warm or attended): Select Warm conference to place the first party on hold before adding a participant. This method enables you to speak briefly with the participant before starting the conference.
- One step (cold or blind): Add the participant and start the conference at the same time.
Each campaign uses one of these disposition options:
- The agent who initiates the conference must set the disposition.
- The last agent to leave the conference must set the disposition.
- The agent who initiates the conference decides who must set the disposition.
Depending on how your contact center is configured, the second and third options may not be available for conferences with more than three participants.
Specific options are available during warm and cold conferences.
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Click Conference.
Your party is placed on hold, and the dialing options open.
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Enter the third party’s phone number or select a number in the Contacts database.
You can invite an agent, skill group member, campaign, or other party. When typing in the number field, auto suggestions display. Only agents in Ready state can accept a conference call. The keypad may also be available.
Warm Conference
This method allows you to speak with the third party before starting the conference.
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Click Warm > Initiate Conference.
This places the initial caller on hold. While waiting, they hear your on-hold audio (such as, music or campaign offerings).
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Select the party from contacts list or open the keypad to manually enter numbers.
As you enter numbers, they display below the keypad.
When using the keypad or your keyboard to manually enter the number, you may hear tones that represent the numbers entered while navigating through your contacts.
- Initiating
- Connecting
- Connected
After establishing the connection, you can speak with the added participant before connecting the waiting party.
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To start the conference, click Add Participant.
This retrieves the party on hold.
In addition to the standard call options, several conference options are available.
- Disconnect the participant
- Leave the conference and terminate the call
- Hold and mute
- Add other participants
- Start chat session, schedule reminder, record, and open keypad
- (Transfer and park are not available.)
If you leave the conference before it ends, you may be required to assign a disposition for your segment of the call, depending on Campaign configuration settings. The other participants remain in the conference.
Muted callers are live when you add them to a conference.
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To end the conference call, select an option:
- One step method: Click End Interaction and select a disposition. Do not choose this option if you want the other parties to continue the conference.
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Two step method: 1) Click End Call and add notes to the call log. 2) Click End Interaction and select a disposition. Generally, this method gives you more time to finish all call-related work. See Adding Comments to the Call Log and Ending Calls.
Because ending the call disconnects all participants, a confirmation message displays.
Cold Conference
This method enables you to start the conference immediately: both parties can hear all sounds while you prepare the conference, such dialing the third party, phone ringing, listening to voicemail, and prompts.
- Click the Conference icon.
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Enter the third party’s phone number.
- Click Add Participant.
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If you need to enter an additional number to reach your party, open the keypad.
When using the keypad or your keyboard to manually enter the number, you may hear the tones that represent the numbers that you entered to navigate through the contact’s phone menu. The numbers are displayed below the keypad.
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To end the conference, click End Call.
Because ending the call disconnects all participants, you are presented with a message asking you to confirm your action.