To conference in a third person, click the “Add Call” button to add a person to your call.
If your organization is configured to support no-hold transfers, the call will remain live unless manually placed on hold. If your organization is not configured for no-hold transfers, the call will be automatically placed on hold if you have not already done so.
Select the user you wish to conference in and a second call will be placed to that user.
Note: If the user you’d like to conference in doesn’t show up in the list, contact your CRM Administrator. If you would like to conference and transfer with phone numbers that are not users in your CRM, you will need to use the Dial Pad. See the Dial Pad Guide for more details.
To merge the calls into a conference call, click the “Merge Calls” button. At this point you’ll be in a three-person call.
To perform a warm transfer, click the “Leave Merged Call” button. You’ll be able to select a Disposition and move on while the other two people remain on a call of their own. When a transfer is made, the Caller ID from the transferring agent is presented to the receiving agent.
If you remain for the duration of the conference call, you’ll need to hang up each leg of the call individually. Once both calls have ended, you’ll be able to select a Disposition.
Note: If you org has set the Max Lines to be 1, then the only way to transfer a call is via Quick Dial.