The Contact Center App of Apptivo allows you to add guests to your calls. This applies to both incoming and outgoing calls. You can add either an agent or a new phone number to a call using the Add Guest feature.
Steps to add guest
- In the Contact Center App of Apptivo, place a call to any customer or contact. The Call Window comes into view. Once the call is answered, the Add Guest button is activated.
- In the Add Guest section, you can either add an agent or a phone number. On selecting an Agent, the agents available in your account will be listed. Please note only the available agents are listed here. If there are no agents displayed, it can be concluded that the agents are in another call or their status is Away.
- On selecting External, the dial pad appears. Here, you can add the phone number and place a call.
- Here, we have added an agent. The call is connected based on the agent’s incoming call routing configuration in the Contact Center app → Settings → Agents.
- If the Mobile option is selected, then the call is connected via the mobile phone. For the Mobile option, a call is made to the mobile phone of the agent. The agent has to choose his forwarding number from Settings >> Contact Center >> Agents menu. Once the agent attends the call on his mobile, he can start talking with the customer.
- If the Computer option is selected, the call is configured via Call Window. For computers, the browser will stream the call for the agent, and the agent can also talk using a microphone connected to his PC/laptop.
- You will receive a notification when the guest gets added to the call.
