Three-Way Calling within the Agent Screen
While an agent is on a phone call with a customer in the agent screen, they can place a call to a third-party and conference them in together with the customer they were talking to.
This third-party call can be placed with the customer on hold, or live on the line.
The three-way call can be recorded separately, and the recording will continue even if the agent leaves the three-way call.
The Outbound CallerID for these three-way calls can be set up to use the customer’s phone number in certain circumstances.
Three-way calls can be routed out through a different carrier from other outbound calls if you want.
If the customer hangs up while the agent is on the three-way call, the three-way call session can automatically be ended and logged.
For more information about agent screen three way calling works, please contact us.