Manage your calls in Agent Desktop

Publisher

Cisco (Webex Help Center)

URL

https://help.webex.com/en-us/article/mmcf7p/Manage-calls-in-Agent-Desktop

Published

2026-08-20

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• In both the transfer and the consult dialog, the Dial Number drop-down displays the enterprise address book, listing names with their numbers. in context
• To transfer a call immediately without a consult (a blind transfer), the agent selects either Agent or Dial Number and clicks Transfer. in context
• A conference can hold a maximum of eight participants, counting the customer and the agent, and it can only be started after a consult call has been initiated. in context
• Consult calls to an entry point or dial number that is configured to route to a capacity-based team are not supported. in context
• During a consult the primary agent can resume the customer call, transfer the call to the consulted party, or start a conference; the Transfer and Conference buttons become usable once the consult call reaches the consulted party. in context
• The Agent Desktop article gives two reasons a consult call can fail: the system could not retrieve the entry point or dial number, or the destination entered was invalid. in context
• An agent on an active call can start a consult with an Agent, a Queue, a Dial Number, an Entry Point or an Organization contact. in context
• The consult request popover shows at most nine variables: the three defaults (Agent Name, Agent DN, Agent Team) and up to six configured by the administrator. in context
• A dial number entered for a transfer or consult can contain 3 to 18 digits plus the supported special characters, in US, E.164 or IDD format. in context
• On a transfer to an entry point, global variable values carry over to the new flow where the variable name and data type match; variables that do not match are not carried over. in context
• A consulted agent can leave with Exit Consult, after which the call continues between the customer and the primary agent; a consulted agent cannot apply a wrap-up reason for the consult call. in context
• A non-agent participant reached through a dial number has no call controls such as consult, add participants or end conference. in context
• The Organization option reaches subject matter experts on Microsoft Teams or the Webex App, and only users with an assigned phone number appear in it. in context
• For a transfer, the Agent list shows only agents in the Available state, and a call cannot be transferred to an agent who is in the Wrap Up state. in context
• When transferring an active voice call, the Agent Desktop offers the destination types Agent, Queue, Entry Point, Dial Number and Organization. in context
• After an agent completes a transfer, the Wrap Up Reasons dialog appears for that agent. in context
• The eight-participant conference maximum and the 'six additional participants' wording are consistent if the eight counts the customer and the primary agent plus six others. inferred in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Manage your calls in Agent Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls-b

BibTeX

@misc{warmtransfer-cisco-help-mmcf7p-wxcc-agent-desktop-calls-b,
  title  = {Manage your calls in Agent Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls-b},
  note   = {Cisco (Webex Help Center), accessed 2026-09-30}
}