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1. Click Consult. A new dialog box appears displaying all agents, queue names and service names in alphabetical order.
   You can only consult with an agent who is in Available now or Interruptible status. For more information, see Extended agent presence (calls).
   Perform one of the following steps:

2. To find the agent, queue or service you want to consult, using the arrow keys or mouse, scroll down the list of agent, queue and service names. Press Return, or click the name, to select the appropriate name.
3. In the Search field, to filter the list, type part or all of the name of the agent, queue or service you want to consult. Use the arrow keys or mouse to scroll down the filtered list to the agent, queue, or service. Press Return, or click, to select the appropriate name.
4. In the Search field, type the whole name of the agent, queue or service you want to consult. If the name is unique in the list, it will be selected automatically.

In the Search field, type the telephone number of the person you want to consult.

NoteA No matches found message appears when you type a telephone number. Ignore this message when consulting a telephone number.

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5. Press Return or click Dial to connect to the selected agent or the telephone number provided, or wait in the queue or service for an available agent to consult:
   

   • If you selected an agent or another number you will hear ringing until you are connected or until the consult times out.

     Note
     The timeout for consulting with another agent or telephone number is configurable in System Settings. For information about configuring the timeout, see Editing System Settings.

     Your caller hears on-hold music until you return to or transfer the call.

   • If you selected a queue or service and have the Consult to Queue feature enabled, the original caller is put on hold and hears on-hold music. You—the agent—enter and wait in the queue or service. For more information, see Consult to Queue. While waiting, you can click Alternate to switch between the queue and the original caller.

   • If you selected a queue or service and do not have the Consult to Queue feature enabled for your account then the original call is transferred immediately to the selected queue or service.

6. When you are connected to the target agent or telephone number, or agent servicing the queue or service, the active call control buttons change.

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   Column width 60% Release, Alternate, and Transfer—become active. To end the consult connection, click Release. The active call control buttons change again. Retrieve and Consult—become active. To reconnect with the caller, click Retrieve. You are connected to the caller. To consult another agent or number, or to transfer the call to a queue or service, click Consult. Go to step 1. To transfer the caller to the consulted agent or number, click Transfer or hang up your telephone. The call is transferred and your state changes to Call Transferred for 5 seconds. Insert excerpt _ExcerptTransferringCalls _ExcerptTransferringCalls nopanel true To alternate between the caller and the consulted agent or number, click Alternate. You can alternate as many times as you require. Info If you hang up your telephone without releasing the consult connection, your caller is transferred to the consulted number. Column width 40%

   
   

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