POM CALL – CONSULT/CONFERENCE/TRANSFER

Before an agent can conference or transfer a call they must first Consult with another Agent or External party. When the Agent clicks the “Conf” button on the main form the screen below displays. The Agent must select a Destination Type and select or enter an Extension. Clicking “Cancel” closes the screen.

Once the Agent is in a Consult with another Agent they have the ability to Conference the client into the call or Transfer the entire call over to the consulted Agent. Currently POM does not support a Destination Type of “External” Transfer option. The Agent can only Conference in that scenario.