Add multiple callers to a call

To add callers to an ongoing voice call:

1. In the Omni-Channel widget, click the Add User button.
2. To initiate the call, perform one of the following steps.

• • Select a call participant from the Phone contacts list, and click Call.
  • Or to use the keypad to dial an external contact, click Keypad and enter the number.

3. To add more participants to an ongoing voice call, click the Add User button in the call group. 
4. To manage an ongoing multiparty call, use the phone controls in the Omni-Channel widget:
   • Raise a flag to get help from a supervisor
   • Add a call participant
   • Leave the call
   • Mute a participant
   • Remove a participant from the call
   • Mute yourself

Limitations of multiparty call

Genesys Cloud limitations

• For optimal performance, multiparty call must be initiated within the Service Cloud Voice and remain within the environment.
• Only the first agent who creates the multiparty call has permission to use the Add User function to add additional participants directly to the multiparty call.
• Salesforce enforces a maximum limit of six participants per call. The Service Cloud Voice user interface prevents users from adding participants beyond this limit; however, Genesys Cloud does not enforce this restriction. If more than six participants are active in the multiparty call, the integration will display a newly joined participant only after an existing participant disconnects.

Salesforce limitations

For more information, see Multiparty Calls and Consult Calls Limitations and Considerations in the Salesforce documentation.