Genesys Cloud – Enabling agents to create conferences

In a future Genesys Cloud release, agents will be able to create a conference during an ACD call. This new feature appears as a call control in the Agent UI. Agents gain the capability to start a conference in addition to the current transfer choices (blind, consult). To open a conference, agents can promptly include a new participant (a user, queue, or external number) to an ongoing two-way ACD voice call. Another option is converting a third-party consult voice call into a conference, allowing them to add more participants. Once the conference is set up, up to 20 participants can join concurrently. For more information, see Upcoming ACD Conferencing Capabilities. For a visual tour see the following video.