State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

4.5 Conference

Demo Video

Conference

A conference adds an additional party to the call. 

To add another party to a call:

1. Click the conference button.

   Note	Calls can be conferenced with internal Genesys users, Genesys queues, or external numbers. The receiving party can accept or decline the conference.

2. To initiate a conference call with an external number, enter the 10-digit number, and then click the conference button next to the search field.
    
3. To initiate a conference call with an internal Genesys user or queue, type the name of the second party in the Conference search field and select the user or queue in the Conference search results section.
    

4.5.1 Hold or Remove Conferenced Party

To place a caller in a conference call on hold or remove them from the call:

• Click the microphone to mute the caller. 
• Click the end call button next to a caller to remove the caller from the conference.
• Clicking the end call button by the participant’s name removes that participant, keeping the other two parties connected.
• End the call for all parties by clicking the end call button next to the conference button.

Note	The number of parties on the call is indicated by a number next to the conference button.

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Publication Number: P-03208