Add multiple callers to a call - Genesys Cloud Resource Center
Add multiple callers to a call
AI-generated summary
Genesys Cloud enables multiparty conferencing through Salesforce Service Cloud Voice integration, supporting up to six participants per call with comprehensive call management capabilities. Participants are added via the Omni-Channel widget's Add User button by selecting contacts from the Phone contacts list or dialing external numbers, with any agent in a multiparty call able to add additional participants. The Call Group feature provides phone controls including supervisor assistance flags, participant management, muting options, and participant removal capabilities.
Consult calls can be initiated during active multiparty conversations to discuss situations separately, with options to end or merge the consult call back into the primary call using the Merge function. However, several operational limitations apply: hold and consult transfer functions are not supported for multiparty calls; participants cannot be added during consult calls; multiparty calls cannot be transferred to Genesys Cloud groups; callbacks cannot be placed after initiating multiparty calls; external contacts cannot be muted or other agents unmuted in ACD conferences; and call transfers are restricted when more than two participants are active.
Administrator permissions must be enabled for both Conversation > Call > Add and Conversation > Conference > Add functions. Salesforce Support must enable organization permissions for "Salesforce Voice: Multi-party conferencing" and "Salesforce Voice: Multi-party consult" before the feature becomes available. Administrators should add all agents utilizing phone book features to a designated Salesforce group configured with Read Only access to VoiceCall records to preserve access when multiple agents share records.
Additional operational constraints include incompatibility with Salesforce Voice Toolkit API and Omni-Channel Unified Routing, incorrect participant name display during consult call initiation or when merging calls, and reduced functionality during Voice Resiliency mode where consult calls lack association with multiparty call entities. Multiparty and consult call functionality requires Salesforce Voice to operate within an app using console navigation, and Compact layout call controls do not support these features. Vendor call keys use a specific format with two GUIDs and a suffix (call, warm, or consult), where the first GUID's initial eight digits increment sequentially for records within the same conversation.
Note: This article applies to CX Cloud from Genesys and Salesforce integration.
Administrator has enabled the following permissions in Genesys Cloud:
Conversation > Call – Add.
Conversation > Conference – Add.
Multiparty calls with more than three people are enabled in Salesforce Service Cloud Voice. To include up to six participants in a call, see Manage Multiparty Calls and Consult Calls in the Salesforce documentation.
To use multiparty calling features in Salesforce Voice, Salesforce Support must enable the required organization permissions for your Salesforce org. Contact Salesforce Support and request that they enable these permissions:
Salesforce Voice: Multi-party conferencing
Salesforce Voice: Multi-party consult
After Salesforce enables these permissions, the feature is automatically available and no additional administrator configuration is required.
Add participants to an active voice call
To add callers to an ongoing voice call:
In the Omni-Channel widget, click the Add User button.
To initiate the call, perform one of the following steps.
Select a call participant from the Phone contacts list, and click Call.
Or to use the keypad to dial an external contact, click Keypad and enter the number.
To add more participants to an ongoing voice call, click the Add User button in the call group.
Notes:
Any agent in the multiparty call can use the Add User option to add participants, not just the initiator.
Multiparty calls can include external contacts and other participants from outside Salesforce Service Cloud Voice.
Multiparty calls can originate outside Salesforce Service Cloud Voice, such as when initiated by an external contact.
To manage an ongoing multiparty call, use the phone controls in the Omni-Channel widget:
Raise a flag to get help from a supervisor
Add a call participant
Leave the call
Mute a participant
Remove a participant from the call
Mute your microphone
Notes:
Hold is not supported for multiparty calls.
Make a consult call during an active multiparty call
You can start a consult call during an active multiparty call to discuss the ongoing situation in a separate conversation. You can then choose to end the consult call or merge the consult call with the multiparty call.
During a multiparty call, click New Call to start a separate consult call. During the consult call, multiparty call participants in a call group can continue the discussion.
To merge the consult call with the multiparty call, click Merge.
Vendor call key format for multiparty calls
The vendor call key displayed in the Salesforce voice call record uses the following format:
<first GUID>:<second GUID>:call
For example, 00000001-75e4-4ad5-80db-a1bae3bf18cd:942e473f-5625-49bd-9616-af70be8beb94:call. The first GUID is not randomly generated. Instead, for voice call records that belong to the same conversation, its first eight digits increment sequentially while the remainder of the GUID stays the same. The second GUID represents the conversation and the suffix can take the values call, warm, or consult.
Limitations of multiparty call
Genesys Cloud limitations
Salesforce enforces a maximum limit of six participants per call. The Service Cloud Voice user interface prevents users from adding participants beyond this limit; however, Genesys Cloud does not enforce this restriction. If more than six participants are active in the multiparty call, the integration will display a newly joined participant only after an existing participant disconnects.
During a consult call, participants cannot add additional participants into the consult.
Multiparty calls to the Genesys Cloud group are not supported.
Agents cannot place additional callback calls after starting a multi-party call from a callback.
Agents cannot mute external contacts.
Agents cannot unmute other agents in an ACD conference.
Agents cannot transfer a call while participating in a multiparty call with more than two participants. To transfer the interaction, the agent must first add the intended participant and then leave the call. After the original agent exits, the remaining participants can continue the call.
Salesforce Voice Toolkit API isn’t supported for multiparty calls.
Omni-Channel Unified Routing isn’t compatible with multiparty calls.
Compact layout call controls on the Voice Call record page reflect the initial call before a multiparty call was started. The compact layout call controls don’t reflect a multiparty call or consult call. Genesys recommends removing the Compact layout call controls from the VoiceCall record.
When Salesforce Voice is in Voice Resiliency mode, consult calls are supported, but there’s no association established between the consult call and multiparty call entities. Also, there’s no notification in the conversation component when a consult call starts.
Multiparty calls and consult calls are supported only if Salesforce Voice is part of an app with console navigation.
A call participant’s name can appear incorrectly after starting a consult call or when merging a consult call and multiparty call.
When two agents share the voice call record for a callType of InternalCall, the first agent (Agent 1) is a standard user with restricted access to the VoiceCall object, while the second agent (Agent 2) becomes the owner of the VoiceCall record. As a result, Agent 1 can lose access to the VoiceCall record. To ensure that Agent 1 retains access, create a sharing rule based on group membership. Add all agents who use the phone book feature to a Salesforce group and grant that group Read Only access to the VoiceCall records.