Question 1

Can Edesy host client calls conference calls?

Accepted Answer

Edesy does not run a dial-in conference bridge with rooms, PINs or moderator controls. In the Edesy cloud contact center, an agent on a client call can warm-transfer: speak to a colleague first, then hand the client over.

Question 2

What can I use on Edesy for client calls?

Accepted Answer

Warm transfer from the agent desktop, Blind transfer, Call recording, Disposition after the call.

Question 3

Does Edesy offer a conference calling bridge?

Accepted Answer

No. Edesy does not offer a dial-in conference bridge with rooms, PINs or moderator controls. The multi-party features that ship are warm transfer and supervisor listen, whisper and barge in the cloud contact center.

Question 4

Can a third person join a live call?

Accepted Answer

In the Edesy cloud contact center, yes: a supervisor can barge into an agent's live call and talk to both sides, or listen silently, or whisper to the agent only. Outside the contact center, Edesy calls are two-party.

Question 5

What is warm transfer?

Accepted Answer

Warm transfer lets an agent speak to a colleague before handing the caller over, so the colleague knows the context. Agents do it from the browser agent desktop, which also supports blind transfer.

Client Calls: Bringing a Colleague In

What You Can Use on Edesy

Typical Teams

FAQ

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