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Conferencing is a core part of the VCC platform. We have further enhanced this capability for our Service Cloud Voice integration. Conferencing is known as merging using Service Cloud Voice terminology and is an extension of the transfer feature. The configuration for the conference use case is the same as for the core VCC platform. The Service Cloud Voice Omni-Channel widget allows agents to dial an external number to conference with. In the image you can
see can see that two other parties are now connected to the current agent, one of which is the external telephone number.
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