1-to-1 Call to Conference

Switch from the ongoing 1:1 call to the conference call and invite people to join the discussion without the need to hang up the call.

1-to-1 enquiry call to the conference: Invite other staff, external contacts or dial phone numbers to join the enquiry discussion with the visitor or customer.

As a Staff facing customer, you can receive enquiries, make outbound calls and call other staff members through CINNOX Dashboard. Sometimes it may need more than one agent to solve a customer enquiry or add another staff member to join a call during an ongoing discussion. CINNOX provides the privilege to add participants to an ongoing call and convert your 1-to-1 call into a conference.

1-to-1 staff call to the conference: Invite other staff, external contacts or dial phone numbers to join the ongoing conversation.

When two staff members are on a call, either can invite another staff into the call to convert it into a conference call. The staff inviting other staff will become the host of the conference call.

Adding a staff member to an enquiry call

When you are on an enquiry call with your customer, you may need another staff member's assistance to solve the issue. At this time, you can add the staff member to the call in the call and convert the 1-to-1 call to a conference call.

• While on a 1-to-1 call, click on the more option to get the conference icon.
• Click on the conference icon and then Add a staff member.
• The list of staff contact list will be displayed.
• Search and choose the Staff member. Now the call will be converted to a conference call.
• You can add any staff member to the conference call using the invite option.
• The staff members can add any staff to the conference call using the invite icon.
• Staff members can leave the conference call anytime and join back using the Join button in the Chat room anytime during the call.

Adding a staff member to an ongoing 1-to-1 call

You can add any number of staff members or call any member when you are on an enquiry call or a call with a staff member.

When two staff members are on a call, either can invite another staff into the call to convert it into a conference call. The staff inviting the third staff will become the host of the conference call.

• While on a 1-to-1 call, click on the more option to get the conference icon.
• Click on the conference icon and then Add a staff member.

• The list of staff contact list will be displayed.
• Search and choose the Staff member. Now the call will be converted to a conference call.

• You can add any staff member to the conference call using the invite option.
• The staff members can add any staff to the conference call using the invite icon.
• Staff members can leave the conference call anytime and join back using the Join button in the Chat room anytime during the call.

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Please Note

• Only the host and co-host can end the conference call. Other staff members in the call can leave the conference anytime without ending the call.
• If 1-to-1 call recording is enabled, the call will continue to be recorded automatically when switching to a conference call.

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Limitations

• Participants invited via the conference web link or dialed out via the conference number will not be able to rejoin the conference after hanging up.
• If a staff member wants to answer an incoming call or make another call, they must first leave the current conference call.
• The conference doesn’t support video recording, so all 1-to-1 call video recordings will automatically be changed to the audio recording when switching to a conference call.