Hi Podolak,
There are several ways to do a conference call in BCM. Here is the simplest way:
First, have the CSR set a conference pin number from their personal settings:
Next, have the CSR select the Conference Call Profile from the list of available profiles:
Now callers can call a CSR directly and be asked to enter a PIN. This is the PIN that the CSR set in their personal settings.
As callers reach the conference the CSR will see a list of callers waiting to be put into the call. The callers waiting will be shown in Red as seen here:
The CSR can then click on the RED phone to connect them to the call. It will turn GREEN:
They can also click again on the green phone to turn it back RED and remove them from the conference call.
CSR's can also do Ad-Hoc Conference calls and three way transfers using the Conference tick box on the CDT. CSR's select the conference tickbox and join the callers together.
Once joined they can even connect the external callers together, removing themselves from the call.
I hope this helps!
Thanks,
Marcus