Adding and Managing Participants in Skylight

The Add Participant option enables you to add one or more participants to a call and have individual controls for each participant. These controls enable you to:

  • Speak with each participant individually as a consultation.
  • Merge all participants together to form a conference.
  • Transfer the caller to another participant as a warm transfer.
  • Disconnect a participant from the call.

Adding a single participant

To add a single participant to a call:

  1. Click Transfer ().
  2. Click Add Participant.
  3. Select a participant from the list. Use one of the following methods:
    • Select an agent, queue, or transfer list contact. The list of agents displays only agents that are currently available to take a call.
    • Click the dial pad icon () at the bottom of the menu and enter an external phone number in E.164 format - for example, +14165551111. Click Add Participant or press Enter to dial the number.

    The contact is placed on hold while you speak privately to the new participant.

  4. When you are ready to conference the contact back in to the call, click Hold () to take the caller off hold.

Adding multiple participants

To add multiple participants to a call:

  1. Click Transfer ().
  2. Click Add Participant.
  3. Individually add each participant. Use one of the following methods:
    • Select an agent, queue, or transfer list contact.
    • The list of agents displays only agents that are currently available to take a call. Click the dial pad icon () at the bottom of the menu and enter an external phone number in E.164 format - for example, +14165551111. Click Add Participant or press Enter to dial the number.

    The contact and previously added participants are placed on hold while you speak privately to the new participant.

  4. When you are ready to conference all participants, including the contact, back in to the call, click Resume All.

  If you hang up or disconnect from the contact while you are adding participants, the interaction ends for all participants. If you want to transfer the call directly to a queue or external contact, see Transferring Interactions in Skylight.

Managing Participants

After you add at least one participant to a call, the Participant icon () displays on the toolbar. Click the icon to manage your participants, as described in the following table:

Action Description
View the list of invited or accepted participants.

Click the Participant icon () .
Remove a participant that has been invited but hasn't responded yet.

Click X next to the participant to cancel the participant.

View and use the individual controls for a participant

Click the participant icon () and then use the controls to manage each participant.

See Participant Controls.
Place participants on and off hold

When you add a participant, all other participants in the interaction are placed on hold. During this time, you can speak privately to the new participant. When you're ready to bring all participants back into the conversation:

  • If there's only one participant on hold, click Hold () to take the caller off hold.
  • If multiple participants are on hold, click Resume All.

  Agents that you add to the interaction who are also using Skylight can also take all participants off hold by clicking Resume below their phone controls.

Participant Controls

The following phone controls are shown:

  • Hang Up (): Removes the participant from the interaction.
  • Hold/Resume (): Takes the participant off hold. If the participant was muted before being placed on hold, they are unmuted when they are taken off hold.
  • Transfer (): Transfers the call to this participant. All participants are removed from the interaction except for the contact and the participant receiving the transfer.
 

If you are the added participant in another agent's interaction and are placed on hold during the interaction, On Hold is displayed under your toolbar. You can take yourself off hold by clicking On Hold.

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