##### Using the common tools

# Using Conference

You can set up a conference voice interaction with a maximum of three people—for example, with a contact, yourself, and an agent. The system automatically takes different time zones into account.

You can also use conference with chat interactions.

### To set up a voice interaction conference:

1. Click the Conference button ( ) on the top-left pane of the Phone Call form. The following pane appears within the Phone Call form:

Note: Some conference features might not be enabled or available, depending on the configuration of your system. For example, you might not be able to enter an external phone number, use the Search features, or view all conference target types.

Action | Function
Search for | Enter the alpha-numeric string to search for in the list of agents.
Search | Click to search for the criteria specified in the Search for box, and the View and Search Field drop-down lists.
View | Select potential conference targets from this list. The options that are available to you in this drop-down list depend on how your permissions are configured by your company. All Agents: All the agents with whom you are permitted to conference. Available Agents: All the agents with whom you are permitted to conference that are currently Ready and not busy with an interaction. This list is not updated in real time; it is a snap shot of agent status at the time you clicked the Conference button. My Agent Groups: A list of agents belonging to one or more groups, of which you are also a member. Agent Groups: All the agent groups with which you are permitted to conference. Routing Points/Service Numbers: (Voice only) All the Routing Points and service numbers to which you are permitted to transfer calls. Skills: (Voice only) A list of agent skills as defined by your company.
Search Field | Select the column in the database specified by the View drop-down list to which you want to restrict your search.
Search result table | Displays the search results as a series of rows and columns. The columns that are available to you are configured by your company. You can change the sort order of the column by clicking the column heading. Click a row to select a transfer-target.
Slice | If the Search result table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. The following controls enable you to navigate between the slices. Position Indicator—Displays the index of the first and last entry in the slice and the size of the complete list. First Slice Button (|<)—Click to display the first slice in the complete list. Previous Slice Button (<)—Click to display the previous slice in the complete list. Next Slice Button (>)—Click to display the next slice in the complete list. Last Slice Button (>|)—Click to display the last slice in the complete list.
Enter a phone Number | Select the radio button, and then enter the number of the target in the text box.
Conference | Click to send a voice interaction request to the agent that you selected from the Search result table.
Cancel | Click to cancel the conference request and return to the previous window.

2. Do one of the following:

- Select Search for, specify search filters, and then select an agent with whom you want to conference.

- Select Select a phone Number, and then enter the phone number of the person with whom you want to have a conference.

3. Click Conference. The system puts your caller on hold, and the Phone Call form appears. The Conference button toggles to Conference Completed.

Note: If you want to cancel the conference at this point, click Reconnect. This enables you to return to your initial caller.

4. Click the Conference Completed button ( ) to validate the phone number entry and enable all parties to interact.

5. Click Disconnect to end the interaction.

### To set up a chat interaction conference:

1. Click the Conference button ( ) on the top-right pane of the Chat Session window. The following pane appears within the Chat Session window:

2. Select Search for, specify search filters, and then select an agent with whom you want to conference. See the search function table, above, for information on how to specify search criteria.

Note: For chat interaction conferences, the View drop-down list contains only the All Agents, Available Agents, and My Agent Groups options.

3. Click Conference.

Note: If you want to cancel the conference at this point, click Cancel. This enables you to return to your initial Chat Session window.

If the other agent clicks the chat conference request, he or she will join the conference. An information message is added in the chat transcript area to indicate that the agent has joined or left the session. The participant list is updated with the nickname of the other agent; it is removed when the other agent leaves.

4. Click End to leave the chat session.

5. Select Send chat transcript to customer if you want to send your contact an e-mail that includes the content of the entire chat interaction.