Consult with Another Agent During a Call

You can consult with another Agent Desktop user while you are on the phone with a customer.

To consult with another agent during an active call:

Procedure

Step 1

In Agent Desktop, click Consult.

The Consulting Request dialog box appears.
Step 2

You can select one of the following targets:

  • Select Agent and select an agent from the drop-down. Only agents who are currently logged in appear in the list.

    The color of the status indicator beside the name of the agent name indicates the current state of the agent. The color of the status indicator are as follows:

    Color

    Status Indicator

    Green

    Available

    Blue

    Connected (on a call)

    Gray

    Idle

  • Select Queue and select a queue from the drop-down.

    If the Queue option is not available for your enterprise, then Consult is disabled.

  • Select DN and enter a valid phone number. Alternately you can select a contact from the DN drop-down.

    The contacts that appear in the DN drop-down are from your enterprise address book. It is possible that the contacts are not available in Agent Desktop during your transfer.

Note

An agent in the Connected state (blue color) can receive a consult call only if that agent's physical phone device has the capability to receive more than one call at a time. In order to receive more than one call at a time, the Call Waiting feature has to be enabled on the device. If the consultee phone cannot receive more than one call at a time, Error-[14]-Consult failed error will be shown.

Step 3

Click Consult.

The system puts the customer on hold and sends your consult request to the specified target. The End Consult button appears in your screen and your call status changes to Consult Requested.

If you are consulting to a queue and a destination agent is available, a message appears which asks your confirmation to proceed. Click Consult within a predetermined time interval or the consultation request is cancelled. Check with your supervisor for the time interval.

If the specified target does not answer the consultation fails. You can then either click Consult again and specify a different target, or take the customer off hold by clicking Resume.

While you are consulting with another agent, you can do the following:

  • Click Transfer to transfer the call to another agent. For more information, see Transfer a Call.

  • Click Resume to take the customer off hold and hold the agent.

  • Click Conference to start a conference between you, the consulted agent and the customer.For more information, see Create a Conference Call.

Step 4

(Optional) If you reach the voice mailbox of the target, you can end the call with the consulted agent without disconnecting the call with the customer. Do one of the following:

  • Click End Consult. This ends the call with the consulted agent, and you can continue your call with the customer.
  • Use your physical phone to disconnect the call with the agent. This ends the call with the consulted agent but keeps the customer on hold.
  • Resume the call with the customer. The system automatically re-establishes the audio and calls you back.
Note

To receive an inbound consult while connected to a call, you must use the second line key or flash function on your agent phone to accept the inbound consult and to toggle between the connected caller on Line 1 and the inbound agent consult on the second line of the Agent Desktop.