Conference Features and Usage

Conference phones are used to initiate and conduct conference calls that allow multiple callers to listen and/or talk on the same call. In Tegsoft conference calls, users can invite third parties to the conversation with the customer. This is called an outbound conference call. The invited person first talks to the agent and then takes the agent to the conference room.
Conference feature can be used as inbound and outbound in Tegsoft application. In inbound calls, the customer can ask the agent to add third parties to the conference by making an outbound call.

After the agent connects with the customer, it should activate the conference feature. The conference room is opened by pressing the conferance icon on the left panel on the Agent desktop screen. This icon is enclosed in a red box in the screenshot. It always makes conference management an agent. After the connection is made to the conference call, 3rd parties are called to this room with outbound calls.

There are two rooms in the conference area. These are the main conference room at the top and the waiting room below. New attendees first meet with the agent in the downstairs room. The customer waits in the conference room. Then the agent takes the third person to the main conference room above. In the upper room, all participants are in a common conversation, it is the main conference room. In the room below, third persons to attend the conference are waiting. The agent adds them to the main conference room with the up arrow key.

When the new participant picks up the phone, he/she talks to the agent in the downstairs room. After the agent informs the person, he/she takes it to the main conference room if desired. While the agent has a conversation with the third person in the waiting room, if the customer is single in the conference room, he listens to the hold music. If there are other participants, the conversation continues normally.

When the first caller hangs up, the conference room closes, and the phones hang up automatically. If a conference is made over an outbound call, the conference room remains open until the agent closes it. Many participants can attend the conference according to the customer's request.

Let's explain with an example,

The customer's car breaks down. The customer needs to roadside assistance. The customer calls the call center and talks with the agent. Asks the agent to call roadside assistance. The agent takes the customer into the conference room and tells him/her to " I call will roadside assistance, please wait".
Finds and searches for the appropriate roadside assistance from the roadside assistance list registered in CRM. When roadside assistance picks up the phone, he/she starts talking to the agent, the customer listens to the waiting music in the conference room. Roadside assistance is taken to the waiting room as soon as he/she answers the phone and talks to the agent. The agent briefly mentions the situation and adds it to the main conference room. Agent, roadside assistance and customer negotiates in the conference room. The subject concludes and roadside assistance gets customer information and address. Thus, the customer contacts with roadside assistance by simply calling the contact center and solves the problem.
Since the inbound is a conference call, the call ends for the parties when the customer hangs up.