Conference calls on ACD interactions

Coffee House
1

Hi all

Unrelated to API development, we are busy getting ready for a customer go-live and our BA picked up during testing that she is unable to create a conference call while on an ACD interaction.

Testing on it, it is evident that the Interactions tab 'phone' is quite different from the normal 'phone' that everyone has access to.

Does anyone know how this can be achieved?
In a contact centre environment, it would be assumed that most conference calls would originate from Inbound ACD calls so it simply does not make sense that you cannot.

Thank you in advance for any help.

Kind regards,
Jannie

2

The PureCloud Community Forum is a better place for product questions like this.

It's not possible to create an actual conference with an ACD call via the UI, but you can do a consult transfer and have all parties speak at the same time.

3

the transfer of consultation does not allow everyone to talk at the same time! How can we solve the conference?

4

Please refer to the product documentation for consult transfers: https://help.mypurecloud.com/articles/consult-intended-recipient-transferring-call/

5