Call Conferencing lets agents conference calls and share computer screen data. This Odyssey Predictive Dialer option, gives agents the ability to be on a customer call and then conference in another person, such as management personnel or a verification agent.

There are several variables to Call Conferencing that can be manipulated by the agent, but supervisors control whether conferencing is enabled or disabled on agent screens. With Call Conferencing enabled, a Conference button will appear on the right side of the agent's screen. To conference, they simply press the Conference button. Agents then have three choices.

Options within the Call Conferencing supervisor program:

• Offsite Conferences: a dialogue box appears prompting for the number to dial, once agents begin dialing the new number, the previous caller is put on hold.
• Offsite Conferences with a Static Offsite Phone Number: agents press the conference button, the caller is put on hold, and the static phone number is immediately dialed.
• Onsite Internal Conferences: the caller is placed on hold and the agent is connected with an available Verification agent or management personnel.

As a call connection with the third person is being established, agents have the option to complete the conference, abandon the conference, or exit the conversation between the other two parties. Agents can also perform any of these options while the conference call is taking place.

Enabling Call Conferencing

As a critical call campaign feature, use of Call Conferencing is controlled from the Supervisor's computer. Management has control over whether conferencing is enabled, or disabled, on agent screens. Control is accessed from a tab that appears on the campaign control panel once this option is installed on the Odyssey Predictive Dialer system.

The "Call Conferencing" Tab

There are only four user friendly options to consider in setting up the service:

Don't Allow Conferencing

By checking this box you disable Call Conferencing.

Allow Offsite Call Conferences:

By checking this box, you allow Offsite Call Conferences. This Setting allows agents to place a call on hold, dial any number, then once the third party is on line, conference all three people together or exit the conference.

Static Offsite Conference Phone Number:

By Checking this box, you allow Offsite Call Conferences, but with a Static Offsite Conference Phone Number. This means that when agents press the Conference button, it dials the number placed in the box, and then the conference options perform the same as Offsite Call Conferences.

Allow Internal Call Conferences

By selecting this option, you allow Internal Call Conferences. This means calls can be conferenced with available verification agents or management personnel. The data from the agent screen is transferred, along with the call, as the third party is brought into the conference call. Both the original agent and the third party (Verification Agent or Manager) have the ability to edit the customer's on screen record at any time.