Question 1

Can Edesy host training sessions conference calls?

Accepted Answer

Edesy does not run a dial-in conference bridge with rooms, PINs or moderator controls. For call-center training, supervisors can listen to live calls, whisper guidance to new agents, and review recordings and AI call summaries afterwards.

Question 2

What can I use on Edesy for training sessions?

Accepted Answer

Listen and whisper, Call recordings, AI transcript and summary, Agent performance analytics.

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.

Training Sessions with Real Calls

What You Can Use on Edesy

Typical Teams

FAQ

Need Multi-Party Calling?