While handling a call, whether the call was inbound or outbound, or interrupted an email contact, you can place an additional call without ending your current call. An additional call must be placed to perform a transfer or conference call. The current call must be placed on hold before placing an additional call, and Agent for Salesforce prompts you to place the current call on hold if you forget to do it manually.
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Place the current call on hold by hovering your cursor over the arrow in the colored part of the call control panel and clicking Hold (indicated by the pause icon).
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Click Add Call (indicated by the phone with a plus sign icon) to initiate an additional outbound call using the keypad. The current call must be on hold before you can initiate a new call. If your current call is not on hold from the previous step, Agent for Salesforce prompts to put the call on hold for you.
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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.
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Click Dial (indicated by the green phone icon). If you have only one outbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge 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.
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When the contact answers, both calls are listed in Agent for Salesforce and you can control them independently.
