Conferencing

The Conference function of the MotionCX Agent enables you to join internal and/or external parties into an existing call. When initiating a conference, the original parties of the call will automatically be placed on hold, allowing for a "warm" introduction to the newly added party. Once the additional party is connected, original parties can be manually removed from hold.

To add a party into an existing call and create a conference, click the Conference button and select With Contact, With Destination, or With Number.

Conference With Contact

When selecting conference With Contact you will be taken to the contact lookup page to locate the internal or external contact that you would like to conference into the call. Once you locate the desired contact, click the Conference button next to the contacts name.

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Conference Disabled

The Conference button will be disabled for internal contacts that are not set to Available or logged into their MotionCX Agent application, as well as for internal or external contacts that do not have valid phone numbers or extensions.

Conference With Destination

The conference With Destination selection will take you to the destinations lookup page to locate dial patterns such as workflows, queues, ring groups, etc. Once you locate the appropriate destination, click the Conference button next to the destination name.

Conference With Number

To conference in an internal extension or outside phone number, select the With Number transfer option. This will display the number pad. Enter the desired number, then click the Conference button to initiate the conference.

Holds In A Conference

In a conference, you may place one or more of the connected parties on hold.

To place an individual party on hold, click the Pause button under their caller details. To remove an individual caller from hold, click the Play button under their caller details.

To place all parties within the conference on hold, click the main Hold button. To remove all parties within the conference from hold, click the main Hold button again.

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Main Hold Button

The main Hold button is only enabled when all parties within the conference are in the same state. i.e. If one caller is on hold while the other is not, the main Hold button will be disabled.

Disconnects In A Conference

In a conference you may disconnect one or more of the parties from the conference, or disconnect your connection from the conference allowing the other parties to continue their interaction.

To disconnect an individual party from the conference, click the Disconnect button under their caller details.

To disconnect your connection from the conference, leaving the other parties connected, click the main Disconnect button.

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What Happens On Disconnect?

Example: On an inbound call from a customer, you conference in a supervisor:

• If the supervisor disconnects, you will still be connected to the customer
• If you disconnect, the customer will still be connected to the supervisor
• If the customer disconnects, you will still be connected to the supervisor