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Adding a third-party to a conference call (Talk Professional and Enterprise)

Rob Stack
  • Edited
Zendesk Documentation Team

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Sometimes, while you are taking a call, it can be useful to consult another person (a third-party). This person can be another agent, an end user, or any external number. You can put the caller on-hold while you speak to the third-party, or transfer the call to the third-party. Additionally, you can also invite the third-party into a conference call.

Note: You cannot make conference calls with Talk Legacy plans. To make conference calls, upgrade to Talk Professional or Enterprise.

This article contains the following topics:

Adding a third-party to a conference call

You can add a third-party to the call anytime you are connected to an end user.

To add a third-party

  1. During a call, click the transfer button.

  2. Start typing the third-party's name or phone number. When you find the person you want, click their name. The person you are calling can decline or accept your call.

  3. Once you are connected to the third-party, you can consult before clicking one of the following buttons:
    • Add to call: Adds the third-party to the conference call. A private comment is added to the ticket noting that this is a conference call.
    • Transfer: Transfers the call to the third-party. You leave the call.
    • Cancel: Cancels the transfer and reconnects you to the end user.

  4. You, the end user, and the third-party can now talk. Once you are finished, see Ending a conference call.

Ending a conference call

When you've finished talking, you have the following options to end the call:

  • The third-party leaves the call. You and the end user remain in the call. The ticket remains assigned to you.
  • You leave the call by clicking Leave call. The third-party remains in the call and is assigned the call ticket.
  • You end the call by clicking End for all. You, the third-party, and the end user are disconnected. The ticket remains assigned to you.
  • The end user leaves the call. The call ends for everyone and the ticket remains assigned to the agent who initiated the conference call.

Reporting conference call activity

The Talk Professional dashboard contains the following information that helps you report conference call activity for each agent. In the Agent activity section of the dashboard, click more next to an agents name.

  • Calls conferenced: Gives the average number of conference calls initiated, the number initiated by the selected agent, and the percentage difference between the two.
  • Conferences accepted: Gives the average number of conference calls accepted, the number accepted by the selected agent, and the percentage difference between the two.

For more information about the dashboard, see Analyzing call activity with the Talk Professional dashboard.

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8 Comments

  • Beth Perry

    Hello:

     

    Is there a way to do a conference call with one agent and 2 end users?  Or can you only add another agent to a conference call?

     

    Thanks,

     

    Beth

    3
  • Carly N

    I have the same request as beth- I see how we can connect one agent with one end user and another end user- but need the ability to connect one agent with two end users. 

     

    Thanks,

    Carly

    2
  • tomasz.czarny

    Right there with Carly and Beth! Is this feature available? On the horizon? 

    Best, 

    Tomasz

     

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing your feedback everyone!

    I would recommend cross-posting in our Talk Product Feedback forum as well.

    Feel free to reply to this thread with the link to your post for other users to upvote :)

    0
  • Mindy Copenhaver

    Are call recordings still paused while in the process of transferring? Do they resume once you add to call? This is how we maintain PCI compliance with sensitive information so we need to verify the credit card information is not recording using this process. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Mindy,

    The parts of calls not recorded include:

    • On-hold time and time in queue
    • Consultation time before transferring a call to another agent
    • A call routed to IVR that then directs the call to a external phone number

    You can find out more information in the following article: Zendesk Talk call recording FAQ

    Hope this helps!

    0
  • Brett Bowser
    Zendesk Community Team

    @Beth, Carly, and Tomasz, it looks like I was incorrect in my previous response. I did some testing in my own account and you should be able to loop in another end-user to the conference call. I can see how the above article can be a bit misleading since it only mentions adding an additional agent to the call. 

    We will reach out to the appropriate team to get this information updated :) 

     

    1
  • Rob Stack
    Zendesk Documentation Team

    Thanks Brett and all who mentioned this. I've now updated the article to state that the third-party can be any external number as well as another agent.

    0

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