Cisco Cisco IP Contact Center Release 4.6.1

–

For a supervised transfer, wait for the third person to answer the phone, announce the
transfer, then click Transfer.

–

For a blind transfer, click Transfer without waiting for the third person to pick up the
phone.

There are two types of conference calls:

How does an agent
initiate a conference
call?

•

Supervised conference. In a supervised conference, the remote agent speaks to the third party
he or she wants to add to the call before completing the conference, in order to confirm that
the third party is ready to accept the call.

•

Blind conference. In a blind conference, the remote agent adds the third party to the conference
without speaking to him or her.

Note: When using a blind conference to add someone to the call, the remote agent might or
might not see the call tagged as a conference call in the dashboard pane.

To make a conference call:

1. With a call active, click Conference.

The Conferencing window appears.

2. Enter the phone number of the person the remote agent wants to add to the call in the Name:

Number field.

3. Click Dial.

When the phone rings, the Dial button changes to the Add to Conf. button.

4. Take one of the following actions:

–

For a supervised conference, wait for the third person to answer the phone, announce
the conference, then click Add to Conf.

–

For a blind conference, click Add to Conf. without waiting for the third person to pick
up the phone.

The Conferencing window closes.

5. To add one or more people to the conference call, repeat Steps 1 to 4 for each person.

Note: The total number of conference call participants on a call is determined by settings on the
Cisco CallManager. Ask you supervisor for the total number configured for your contact center.

Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)