Webex Contact Center Conference Calling question

[Jon Clark1]

Is there a way to disconnect a conference call party participant on a Webex Contact Center conference call?

[wajidhassan]

In Webex Contact Center, once a conference call is established (i.e., when an agent consults or merges another party), the ability to disconnect an individual participant from that conference is limited and depends on the call flow design and platform version.

Here’s the breakdown:

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Current Webex Contact Center Behavior

• Once a conference call is established, it typically becomes a three-way or multi-party call, and Webex Contact Center does not currently provide a native UI control to drop a specific participant from that conference.

• Agents generally only have the option to:

  • End the entire call (disconnect all)

  • Leave the call themselves

  • Transfer the call (depending on configuration)

There is no built-in "drop participant" button in the default agent desktop for conference calls.

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Possible Workarounds or Alternatives

1. Use Consult → Transfer instead of Conference

If the workflow can allow:

• Use Consult Transfer, where the third party is introduced, consulted, and then either:

  • Transferred to the customer, or

  • The agent drops off

This avoids needing to drop a participant mid-conference.