Conference calls in Omni

This article refers to functionality available to agents using LeadDesk version 25.x or higher. 

This article introduces conference calls in the Omni agent interface, where available.

Starting a conference call

To add a third party to a current ongoing call, in the call controls in the Active list:

1. Click the + button.

The call will be converted to a conference call, and a new Conference call tab will open. In this tab, the End call and Close buttons are not available, and you must leave the conference call before they can be used.  

In this tab, you can:

• Mute your microphone by clicking the button. Click again to unmute.
• Put any other participants on hold by clicking the button for them. Click again to take off hold.
• Remove a participant by clicking the button.

You can see the status of each separate call participant. In this example, one participant is listed as On hold, the other is still active.

Adding people to a call

You can add a new participant to the conference call, either from the phonebook, or by typing the phone number.

If you want to speak to the new participant before they join the conference call proper, put any existing participants on hold before adding the new person.

To add a participant using the phonebook:

1. Click the drop-down list in the field next to the Add to call button.
2. Click to select the correct person.
3. Click the Add to call button.
4. The new participant will be added to the conference call once they pick up.

To add a participant from outside the phonebook:

1. Type the phone number to call in the field next to the Add to call button.
2. Click the Add to call button.
3. The new participant will be added to the conference call once they pick up.

Leaving the conference call

The agent can leave the conference call by clicking the button in the You card.

If there are multiple participants when the agent leaves the conference call, the conference call will continue without the agent.