How does it work?

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10 Comments

  • Sofia Levin

    Hi Caroline, is this beta currently US only? We're in the beta but this doesn't seem to be available for our Mexico number. Will this be available for non-US numbers at some point?

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  • Caroline Kello

    Hi Sofia,

    That's odd. When you say that it's not available for your Mexico number; do you mean than when you make an outbound call from that number, the option to transfer and then "Add to call" isn't available? 

    Let me know as I'd like to see this resolved :)

    Cheers, Caroline

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  • Sofia Levin

    Hi Caroline. I just checked again and it seems to be working now. In the past it seemed that the button was greyed out for some reason, and I just assumed that this was only available for US numbers. Thanks for getting back to me though!

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  • Caroline Kello

    Hey Sofia,

    There shouldn't be any restriction on this functionality on a per phone number basis, so do let us know if this happens again :)

    Thanks, Caroline

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  • Daniel

    Hi Caroline, 

    I have a couple of questions to you regarding conference calls, that I hope you can answer:

    1. Is this functionality still in Beta? Does it work for Swedish phone numbers? How can I apply?

    2. In the business I am running I need to do conference calls that works like this.
    a. Depending on my assignment I will have to have a conference call with 3 or more people, normally it is around 5 people, sometimes up to 10. 

    Will your conference call functionality allow me to add more than a third person to the conference call? All added are outside numbers.

    Thanks 

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  • Caroline Kello

    Hej Daniel,

    It's still in beta, correct. You can sign up for access here if you're interested given the limitation to your use case below. It works regardless of the number you have as the functionality appears for any ongoing phone call.

    Unfortunately we're not able to conference in more than 3 parties at the moment: the caller, the agent who picked up, and the added third party. Could you talk me through you use case where you need up to 10 parties all on the same call?

    Hoppas detta hjälper så länge! Vänligen, Caroline

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  • Daniel

    Hej Caroline, 

    Jag skriver på svenska så får du gärna ta bort svaret om du så önskar. 

    Jag arbetar som jurist och det är ganska många tillfällen då jag måste ha med fler än bara jag och en klient i ett samtal.

    De fall där det inträffar mer ofta än sällan är vid bouppteckningar där alla dödsbodelägare (arvingar) skall deltaga vid förrättningsmötet. Om det finns tre arvingar måste samtalet inkludera dessa tre plus mig, om inte alla kan deltaga kan vi inte heller hålla mötet enligt lag. 

    För närvarande måste jag använda mig av annan tjänst för detta men skulle helt klart använda mig av zendesk om jag tilläts ringa upp och koppla klart fler än bara maximalt två andra.  

     

    Tack. 

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  • Caroline Kello

    Hej Daniel,

    Inga problem, folk får helt enkelt översätta om de är nyfikna :) Men då förstår jag lite mer om hur din situation ser ut och dessa tillfällen där du behöver prata med flera deltagare samtidigt. Vi har byggt denna funktionen för ett något annorlunda use case hittills men ska absolut hålla din feedback i åtanke. I dagsläget så kommer vi att begränsa det till tre deltagare så jag förstår ifall tjänsten inte kommer att funka for dig och jag ber om ursäkt för detta. 

    Tack för att du tog dig tid! Caroline

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  • Adelle Clarke

    Hello,

    we have recently gone live with Zendesk and our phone teams could really benefit from this Talk Conference functionality, however I am keen to get a little more information before we sign-up for Beta please... 

    One of our primary use cases for conference calling is actually to be able to warm transfer a customer from one agent to another group of agents, rather than just transferring them cold into a 'queue'... Does the beta functionality allow for Conference calling to be used in this way? The limitation described below suggests that this may not be suitable for our use case...

    * When in a conference: if the agent who initiated the conference hangs up, the call will drop for all parties. If the third party hangs up, the call will continue to live between the agent and the customer. If the customer hangs up, the call will drop.

    Thanks in advance

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  • Caroline Kello

    Hey Adelle, 

    Apologies, it seems like we haven't updated article! You can check out Jenny's comment in another article here where she says: When in a conference: if the agent who initiated the conference hangs up, the call will no longer end for all other parties giving the ability to do a warm transfer, leaving the customer and 3rd party to complete the call while the initiating agent can make themselves available to receive a new call.

    Hope this helps! Caroline

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