Conference a Call

While handling a contact, you can start a conference call. An additional call must be placed to perform a conference call. The current call must be placed on hold before placing an additional call. Agent for Salesforce prompts to place the current call on hold if you forget to do it manually.

You can conference a call with an available agent in the Agents window, askillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in the Skills window, or to a manually dialed number. To conference a call, follow these steps.

Conference with Another Agent

1. (OPTIONAL) Place the current call on hold

   To manually place the current call on hold, hover your cursor over the arrow in the colored part of the call control panel and then click Hold (indicated by the pause icon).

2. Click Agents (indicated by the people icon).

3. Find an available agent and click their name to place a call to them. If the current call is not yet on hold, Agent for Salesforce prompts to put it on hold for you.

4. When the new call is connected, click Conference (indicated by the two phones icon) to start a conference call. After conferencing the call, both contacts are connected to you and everyone can hear each other.

5. Repeat the process to add additional agents to your conference.

Conference with a Skill

1. (OPTIONAL) Place the current call on hold.

   To manually place the current call on hold, hover your cursor over the arrow in the colored part of the call control panel and then click Hold (indicated by the pause icon).

2. Click Skills (indicated by the gears icon).

3. Find a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and click its name to place a call to that skill. If the current call is not yet on hold, Agent for Salesforce prompts to put it on hold for you.

4. When the new call is connected, click Conference (indicated by the two phones icon) to start a conference call. After conferencing the call, both contacts are connected to you and everyone can hear each other.

5. Repeat the process to add additional skills to the call.

Conference with a Manually Dialed Number

1. (OPTIONAL) Place the current call on hold

   To manually place the current call on hold, hover your cursor over the arrow in the colored part of the call control panel and then click Hold (indicated by the pause icon).

2. Click Add Call (indicated by the phone and plus sign icon) to initiate an additional outbound call using the keypad. If the current call is not on hold, Agent for Salesforce prompts to put the call on hold for you.

3. Use the on-screen dial pad, or your keyboard keypad, to enter a phone number to dial. When the number is entered, the Dial icon turns green.

4. Click Dial (indicated by the green phone icon). If you have only one outbound skill assigned to you, Agent for Salesforce dials the call. If you have more than one, you must select an outbound skill to use for the call. When selected, Agent for Salesforce dials the call.

5. When the new call is connected, click Conference (indicated by the two phones icon) to start a conference call. After conferencing the call, both contacts are connected to you and everyone can hear each other.

6. Repeat the process to add additional people to the call.