Merge Calls into an Audio Conference Call

When you have more than one call going at the same time, you can pull them together into a single audio conference instead of juggling them separately. Once merged, the calls become a 3-way audio conference (you plus the two other people, three participants in total) and you take the role of host, so you can run and manage the conversation from one place.

Before you start

Keep the following requirements in mind:

• Merging is available when the Cloud Voice platform is running version 84.12.0.32 or later. If the Merge Calls control is missing, check the platform version before troubleshooting anything else.
• You can only merge calls of the same type. Two voice calls can be combined, or two video calls can be combined, but you cannot mix a voice call with a video call.

Video merges become audio only

The end result is always an audio conference. If you merge two video calls, the video feeds are dropped and everyone keeps only their audio. Let participants know they will lose video before you merge, so it does not look like the call froze.

Make sure both of these are in place first:

• The Cloud Voice App is set to Web Client mode.

  

  What “Web Client” mode means

  In Web Client mode the browser itself handles the call audio. Merging is only offered in this mode. If you do not see the Merge Calls control, confirm the app is not set to route calls through a desk phone or the separate desktop app instead.

• You have at least two active calls of the same type in progress.

Merge the calls

1. Find the Merge Calls control at the bottom of the call panel and click it.

   

2. Confirm which calls to bring together:

   • With exactly two active calls, click Confirm in the window that appears.

     

   • With more than two active calls, choose the call you want to add, then click Confirm.

     When you have several calls waiting

     With three or more calls active, the app does not merge everything automatically. You pick one call to join to the conference, so only the calls you select are brought in.

     

Result

The selected calls join into a single 3-way audio conference, and you are set as its host.

You are in charge as host

Being the host means you manage the conference from your own screen: the other two parties are connected through you. If you hang up, treat it as ending the conference for everyone, so make sure the conversation is finished before you leave.