Zoom Contact Center Conference Calls

Owned by Kathy Pepple
Nov 15, 2024
3 min read

You can add another person to a call to have a three-way conversation.

  1. While on a call, click Add Call. (If you are not in full screen mode, you may need to click an ellipsis to see Add Call in the menu.)

    Clicking Add Call link.jpg

  2. A list of contacts will appear. You can search through the Contact or Queues list or type a name in the search area.

    Search field and list of contacts.png

    1. The conferencee must be in a ready state in order to add them to the call. This is indicated by a green circle in their profile.

    2. Choose the conferencee’s number within the ZCC.

    3. Click the blue call button.

  3. Choose Direct Conference or Warm Conference.

    1. Direct conference connects the conferencee directly with the original caller.

    2. Warm conference gives you a chance to speak first to the conferencee to explain the purpose of the call.

  4. The conferencee can accept or decline the call. After accepting, the conferencee can see the notes on the call.

  5. As the original agent, you have options before merging.

    1. You can end the call for the conferencee by clicking the End button at the bottom of the screen after determining the conferencee will be unable to assist. You will now be connected only to the original caller.

    2. You can click Switch to return to the caller to speak, and then click Switch again to return to the conferencee. Each will be on hold while being switched away.

  6. Click Merge to add the conferencee to the call.

  7. You can now see everyone on the call by clicking the drop-down arrow at the top of the screen, and can click the red telephone icon to end the conferencee’s participation in the call, or click the profile icon to assign the call to the conferencee.

  8. You can also end the call by clicking End at the bottom of the screen. You have two choices.

    1. End Voice Call for All: The call is ended for all and you, as the original agent, will be responsible for wrapping up.

    2. Leave Voice Call: You are transferring the call to the conferencee. A new message appears with the name of the conferencee. Click this name. You will be prompted to Assign Engagement. The conferencee will now be responsible for wrapping up the call.