Create a Three- or Four-Way Conference

Use this section if you want to create and host a three- or four-way conference from a two-way call. You can have up to four participants in a conference — yourself, your customer, and up to two additional participants.

Action	Description
Add a third participant	Joins a new participant to the original two-way call between yourself and the customer. This results in a three-way conference where the three parties are able to hear and speak to each other. You can add the third party by speaking to them first (consultation) or without doing so (an immediate conference). By Consultation Calls the third party whilst the original party is placed on hold during the dial and consultation. See Create a Three-Way Conference By Consultation. Without Consultation Calls a third party without placing the original party on hold. When the third party answers, they are immediately added to the call, resulting in a three-way conference. This might be a human translator who you often include in a three-way conference, for example. See Create a Three-Way Conference Without Consultation (Immediate Conference). Note: adding a third party without consultation is currently available only to agents using a storm-registered deskphone or a PSTN device.
Add a fourth participant	Joins another participant to your three-way conference, to create a four-way conference. Note: four-way conferencing may not be available in your organisation. As an example, if you added an interpreter as the third party, the fourth party might be a subject-matter expert who can deal with the caller's query. You can add the fourth party by speaking to them first (a consultation) or without doing so (an immediate conference). By Consultation Calls the fourth party whilst temporarily dropping you out of the three-way conference by placing you on hold (the other two participants continue to talk to each other). See Add a Fourth Participant to a Conference by Consultation. Without Consultation Calls a fourth party without removing you from the three-way conference. When the fourth party answers, they are immediately added to the conference (an immediate conference). See Add a Fourth Participant to a Conference Without Consultation (Immediate Conference). Note: immediate conferencing may not be available in your organisation.

Note: you can host any number of three- or four-way conferences in your DTA session but you can be active in only one conference at a time. See Host Multiple Conferences.

Note: participants who have been added to a call do not have any control over call recording. Call recording continues as per the settings prior to adding the participants.

See also Four-Way Conferencing.

Create a Three-Way Conference By Consultation

You must do this from a two-way call.

Note: this procedure initiates a warm transfer, but the call is NOT transferred to the consulted party.

The procedure for performing a warm transfer varies depending on whether or not your organisation is using the DTA Phonebook feature. To find out, see Comms Panel - Phonebook/Contacts Tab.

Phonebook Users

3. While the phone is ringing, do one of the following if you decide not to call the target destination:

Action before third party answers	Instructions
Call a different party	Click the Cancel Transfer button in the Comms Panel - Phone Tab if you decide to call a different third party. The ringing will stop and the original party will remain on hold. You may now use the  Warm Transfer button in the Phonebook Panel to call a different party (by returning to step 2).
Quit adding a participant	Click the Take Back button in the Comms Panel - Phone Tab if you decide not to proceed with adding a participant. The ringing will stop and you will be returned to speaking with the original party.

4. When the third party answers, consult with them. The following options are displayed:

5. (Optional) Click the Toggle button if you need to speak to the original party during the consultation call. The intended third party is put on hold and cannot hear the conversation.

Clicking the button again reverts to the intended third party. The original party is put on hold and cannot hear the conversation.

You may toggle between the two parties as many times as is required.

6. When you have finished the consultation, do one of the following:

Action on finishing consultation	Instructions
Call a different third party	Click the Cancel Transfer button on the Comms Panel - Phone Tab. This keeps the original party on hold.  You can then use the  Warm Transfer button in the Phonebook Panel to call a different party (by returning to step 2).
Quit adding the participant	Click the Take Back button on the Comms Panel - Phone Tab. This drops the consultation call with the third party and puts you back in conversation with the original party.
Add the third party as a participant	If the third party's participation is agreed, click the Conference button on the Comms Panel - Phone Tab. This will place yourself, the original party, and the third party in a three-way conference as shown in the Conference Panel that pops up. All three parties can now hear and talk to each other.   You can remove a participant from a conference in which you are actively participating by clicking that participant's  button. The default name of the conference is 'Conference' followed by the time at which you initiated the conference. You can edit this name by clicking the  button, entering the new name, and then clicking the  button.

7. Do one of the following in the Conference Panel to proceed:

Non-Phonebook Users

1. Click the Transfer Call  button on the Comms Panel - Phone Tab.

The other party is placed on hold and hears hold music.

2. Do one of the following:

Action	Instructions
Choose your own transfer destination	Click the Warm Transfer button (see illustration above). Note: if you do not have the option to perform a warm transfer, click the OK button that is offered instead (or press the Enter key). This initiates a warm transfer. Proceed from step 3 below.
Use a preset warm transfer shortcut destination (if available)	In the 'Shortcuts' sub-panel, click the desired warm transfer destination button (indicated by a  symbol). The 'Warm' filter option is for displaying warm transfer destinations only. Proceed from step 4 below.

3. To choose your own transfer destination, do one of the following:

In the Warm Transfer field, enter the number of the transfer target and then click the  button to call them.

Or, in the same field, begin entering a word (such as the target's first name or last name) and then select the desired name from the dynamic search to call them.

Or, select the transfer target from your Favourites list to call them.

While the phone is ringing, do one of the following if you decide not to call the third party:

Action before third party answers	Instructions
Call a different third party	Click the Cancel Transfer button if you decide to call a different third party. The ringing will stop and the original party will remain on hold. You may now use the Transfer   button to call a different party (by returning to step 1).
Quit adding a participant	Click the Take Back button if you decide not to proceed with adding a participant. The ringing will stop and you will be returned to speaking with the original party.

4. When the third party answers, consult with them. The following options are displayed:

5. (Optional) Click the Toggle button if you need to speak to the original party during the consultation call. The intended third party is put on hold and cannot hear the conversation.

Clicking the button again reverts to the intended third party. The original party is put on hold and cannot hear the conversation.

You may toggle between the two parties as many times as is required.

6. When you have finished the consultation, do one of the following:

Action on finishing consultation	Instructions
Call a different third party	Click the Cancel Transfer button. This keeps the original party on hold.  You can then use the Transfer   button to call another third party (by returning to step 1).
Quit adding the participant	Click the Take Back button. This drops the consultation call with the third party and puts you back in conversation with the original party.
Add the third party as a participant	If the third party's participation is agreed, click the Conference button. This will place yourself, the original party, and the third party in a three-way conference as shown in the Conference Panel that pops up. All three parties can now hear and talk to each other.   You can remove a participant from a conference in which you are actively participating by clicking that participant's  button. The default name of the conference is 'Conference' followed by the time at which you initiated the conference. You can edit this name by clicking the  button, entering the new name, and then clicking the  button.

7. Do one of the following in the Conference Panel to proceed:

Create a Three-Way Conference Without Consultation (Immediate Conference)

1. Click the Conference  button on the Comms Panel - Phone Tab.
2. Do one of the following:

Action	Instructions
Choose your own third-party destination	If your organisation is using the Phonebook feature, enter the telephone number or extension number of  the transfer target and then click the Add Participant button to call them. Alternatively, click the Phonebook Tab and pop it out as a standalone panel. In the panel, use the searchable fields and Search Keyword field controls, or scroll buttons to locate the target contact and then click their  Cold Transfer button. Proceed from step 4 below. If your organisation is NOT using the Phonebook feature, Click the Add Participant button and then proceed from step 3 below.
Use a preset third-party destination (if available)	In the 'Shortcuts' sub-panel, click the desired immediate conference destination button. Proceed from step 4 below.

3. To choose your own third-party destination, do one of the following:

In the Create Conference field, enter the number of the transfer target and then click the  button to call them.

Or, in the same field, begin entering a word (such as the target's first name or last name) and then select the desired name from the dynamic search to call the target. 

Or, select the transfer target from your Favourites list. This calls the target.

If the attempt to create a conference fails, use the options that are presented to either retry the same target, select a different target, or abandon the conference attempt.

4. Wait for the third party to answer the call. On answer, you, the original party, and the third party will be placed in a three-way conference as shown in the Conference Panel that pops up. All three parties can now hear and talk to each other.

You can remove a participant from a conference in which you are actively participating by clicking that participant's  button.

The default name of the conference is 'Conference' followed by the time at which you initiated the conference. You can edit this name by clicking the  button, entering the new name, and then clicking the  button.

5. Do one of the following to proceed:

Action during the three-way conference	Instructions
Leave the conference	Click the Leave Conference button, or hang up as described in End the Call. You may want to do this if your participation is no longer required, if you want to join another conference, or if you want to drop out to make a separate call. If there is only one other participant in the conference, the conference will end. If there is more than one other participant, the conference will continue until only one participant remains. You, as the conference owner, can rejoin the conference later provided it is still active and you are not on another call or in another conference. See Rejoin a Conference.
Return to the original two-way call	Click the End Conference button and then, leaving the Take Back check box selected, click the Yes button. This disconnects the third party and returns you to speaking with the original party.
End the Conference	Click the End Conference button and then clear the Take Back check box. Click the Yes button. This disconnects all parties and, depending on your system configuration, each party may be given a 10 second warning that the conference is about to end.
Add a fourth participant	To add a fourth participant by speaking to them first, see Add a Fourth Participant to a Conference by Consultation below. Or, to add the participant without speaking to them, see Add a Fourth Participant to a Conference Without Consultation (Immediate Conference) below.

Add a Fourth Participant to a Conference by Consultation

This section describes how to add a fourth party to a three-way conference by speaking to them first.

1. Enter the destination number in the Add Participant field and then click the  button on the right. 

Alternatively, if the fourth party is a storm user, enter their name in the field and then select their name or extension number from the search result:

You are temporarily removed from the conference by being placed on hold. 

If you decide to not call the fourth party while the phone is ringing, click the End Consultation Call button. The ringing will stop. If required, you may now call a different fourth party through consultation (by returning to step 1).

2. When the fourth party answers, consult with them. You will continue to be placed on hold.
3. When you have finished the consultation, do one of the following:

Action on finishing consultation	Instructions
Quit adding the participant	Click the End Consultation Call button. This drops the consultation call with the fourth party and puts you back in conversation with the other participants. If required, you may now call a different fourth party through consultation (by returning to step 1).
Add the fourth party as a participant	If the fourth party's conference participation is agreed, click the Add to Conference button. You will be taken off hold and all four parties will now be in conference. You can remove a participant from a conference in which you are actively participating by clicking that participant's  button. Note: closing the conference panel by clicking its  button in the panel title bar does not end the conference. The conference is still in progress and you can redisplay the panel by clicking its button in the Interactions Panel.

4. Do one of the following to proceed:

Action during the four-way conference	Instructions
Leave the conference	Click the Leave Conference button, or hang up as described in End the Call. You may want to do this if your participation is no longer required, if you want to join another conference, or if you want to drop out to make a separate call. If there is only one other participant in the conference, the conference will end. If there is more than one other participant, the conference will continue until only one participant remains. You, as the conference owner, can rejoin the conference later provided it is still active and you are not on another call or in another conference. See Rejoin a Conference.
Return to the original two-way call	Click the End Conference button and then, leaving the Take Back check box selected, click the Yes button. This disconnects the third and fourth parties and returns you to speaking with the original party. If required, use the Transfer   button to call another third party.
End the Conference	Click the End Conference button followed by the Yes button to confirm. This disconnects all parties and, depending on your system configuration, each party may be given a 10 second warning that the conference is about to end.

Add a Fourth Participant to a Conference Without Consultation (Immediate Conference)

This section describes how to add a fourth party to a three-way conference without speaking to them first.

1. Enter the destination number in the field at the top of the Conference Panel and then click the  button on the right.

The fourth party is added to the conference on answering their phone.

2. Do one of the following to proceed:

Action during the four-way conference	Instructions
Leave the conference	Click the Leave Conference button, or hang up as described in End the Call. You may want to do this if your participation is no longer required, if you want to join another conference, or if you want to drop out to make a separate call. If there is only one other participant in the conference, the conference will end. If there is more than one other participant, the conference will continue until only one participant remains. You, as the conference owner, can rejoin the conference later provided it is still active and you are not on another call or in another conference.
Return to the original two-way call	Click the End Conference button and then, leaving the Take Back check box selected, click the Yes button. This disconnects the third and fourth parties and returns you to speaking with the original party. If required, use the Transfer   button to call another third party.
End the Conference	Click the End Conference button followed by the Confirm button. This disconnects all parties and, depending on your system configuration, the parties may each be given a 10 second warning that the conference is about to end.

Host Multiple Conferences

You can host any number of three- or four-way conferences but be active in only one conference at a time. This allows you to set up a number of conferences and to enter any one of these if your participation is required.

1. Ensure that you are not in an existing conference. If you are, leave it by clicking that conference's Leave Conference button, or hang up as described in End the Call.
2. During a two-way call, add a third party as described in Create a Three-Way Conference By Consultation or Create a Three-Way Conference Without Consultation (Immediate Conference).

This opens another Conference Panel in which you are an active participant as indicated by 'Active' in that Conference Panel's title bar. In the illustration above, agent Baz Parsons who is hosting two conferences, has left the first conference (on the left) and is now an active participant in the other conference.

3. If you want to host another conference, repeat this procedure from step 1.

If you close a Conference Panel (by clicking its  button in the panel title bar), you can redisplay it by clicking its button in the Interactions Panel. The default or edited conference name is shown when the panel is expanded.

Rejoin a Conference

You can easily rejoin a conference that you left, provided it is still active and you are not engaged on another call or in another conference.

1. Click the Rejoin Conference button at the bottom of the relevant Conference Panel and then wait until your phone rings.

Note: it may take a few moments for this button to be available after leaving the conference.

2. Accept the incoming call.

You are now back in the conference.