Add Call
Updated
The Add Call feature allows agents to include another participant such as a colleague, supervisor, or an external number in an ongoing customer call. It is used for conference calls, involving the customer, the primary agent who intially received the customer's call, and a secondary agent who was added to the call by the primary agent. This capability helps agents collaborate in real time, seek assistance, or gather additional information needed to resolve the customer’s question.
This article is intended for agents and supervisors who handle customer calls in Sprinklr.
Permissions Required
To use the Add Call feature, your administrator must enable the required permissions. You can find these settings at All Settings → User Management → Global Roles. Click the three‑dot menu next to the role and select Edit. Then scroll to the Role Permissions section, expand Sprinklr Voice Call Controls, and enable the following permissions:
Add Contact to call
Add Number to call
Add agent to call
Add agent from queue to call
The agent can confirm whether the required permissions have been enabled by the administrator. To verify, click the agent’s name in the profile, go to the Permissions tab, expand Role Level Permissions, and check that the highlighted permissions are turned on.
When to Use Add to Call
Agents typically use this feature in the following scenarios:
1. Seeking Assistance or Consultation
If the Primary Agent requires help from a colleague or supervisor, they can add that person to the call. This enables real-time support without placing the customer on hold for long periods.
2. Gathering Context from a Previous Agent
If the customer previously interacted with another agent, the Primary Agent can add that agent to the current call to quickly clarify past interactions or understand the customer’s issue.
Ways to Add Participants
Agents can add participants in several ways, depending on the situation.
1. Queue‑Based
The agent selects a queue, and the most available agent in that queue receives the added call request.
2. Agent‑Based
The agent selects a specific colleague they want to add to the call.
Note: When adding a Microsoft Teams user, you can see that user’s Microsoft Teams presence status. You can also filter users by location (city, state, country) to find the right contact quickly.
3. IVR Conferencing
Agents can add an Interactive Voice Response (IVR) system to the call. This is helpful when guiding customers through an automated flow.
During an IVR conference:
The agent can tell customers what the IVR prompts mean.
The agent can help them choose the correct responses.
The agent can add a note so the next agent can quickly understand the customer’s previous interaction.
4. External Number
Agents can add an external phone number to the call.
Agents can also choose a different dialer profile when adding an external number. This requires a valid Location SIP Context defined in the voice application. The Location SIP Context identifies the destination you want to add to the call. This is applicable only if the call is being made from an Ozonetel provider
Enablement Note: To learn more about getting this capability enabled in your environment, please work with your Success Manager.
Internal Note: Use this DP: ENABLE_DIALER_SELECTION_FOR_EXTERNAL_NUMBER
Transfer during a Conference Call
The Primary agent can start an IVR Transfer, Agent Transfer, and Queue Transfer during a conference call from the Transfer tab in Call controls. This option provides the ability to start both a warm transfer and a blind transfer. Any number of agents can be added to the call using this option.
Even if the customer disconnects during a warm transfer:
The Primary Agent and Secondary Agent remain connected.
This supports proper knowledge transfer between agents.
If the customer calls back, the agents can complete internal discussion before handling the new call.
Adding a Participant to a Call
While on an active call, click Add Call in the call controls bar.
Select the method:
Queue
Agent
IVR
External Number (if enabled)
Based on your selection, choose the queue, agent, IVR, or number.
Click Add Call to connect the new participant.
Additional Functionalities
Promote Secondary Agent to Primary
Sprinklr allows Primary Agents to promote a Secondary Agent to Primary, giving them full call control capabilities. Ensure that the Secondary To Primary Switch permission has been enabled.
The following image highlights the icon that has been added to make the Secondary Agent as Primary Agent.
When this feature is enabled,
If a Primary Agent clicks Leave Call, the system automatically promotes one Secondary Agent.
When the Primary Agent clicks End Call, a confirmation dialog is displayed with two options:
Leave Call — exit the call and promote a Secondary Agent
End Call for All — disconnect the call entirely
This ensures the call can continue seamlessly even if the Primary Agent must leave. A promoted Secondary Agent becomes the new Primary Agent and can:
Add or remove participants
Initiate transfers (blind, consult, conference)
Access all call controls previously limited to the original Primary Agent
Persona App Configuration for Call Controls
The following are some of the common configuration that you can perform in the Persona App Settings for Call Controls. For detailed information on configuring other Persona App settings for Call Controls, refer to the Persona App Settings for Call Controls.
Disable On-Call Agent Selection (Transfer/Conference) - Prevents selecting agents who are currently on an active call, ensuring smoother and more efficient transfers.
Disable 0 Available Agents Queue Selection - Queues with zero available agents will not appear in the transfer/conference list.