Contents:
What is Call Conferencing?
Key Benefits of Call Conferencing.
Its activation and charges.
Good to Know: Hold & Audio Behavior
Steps for internal and external call conferencing.
Understanding the types of call transfer: Cold/Blind and Warm Transfer.
Steps for cold transfer.
Steps for warm transfer.
Some basic queries related to Call Conference features
In today’s fast-paced business environment, seamless communication isn't a luxury—it’s a necessity. With CallHippo’s Call Conference feature, you can instantly connect multiple people—whether they’re teammates or clients—on a single call.
Key Benefits of Call Conferencing
CallHippo’s Call Conference feature is designed to make your business conversations smoother, faster, and more effective. Here’s how it adds value to your communication workflow:
Collaboration Made Easy
Bring multiple participants—internal team members or external contacts—into a single call to collaborate in real time.Time-Saving
Avoid back-and-forth scheduling or multiple one-on-one calls. Consolidate conversations into one call and get everyone aligned faster.Clear Communication
Ensure that all parties receive the same information, minimizing the risk of misunderstandings or missed updates.Simple Call Management
As the host, you stay in control. Add or remove participants, mute lines, or transfer the call—all from your CallHippo dashboard.Call Recording
Record your conference calls to review important discussions, take notes later, or maintain documentation for future reference.
Our solution supports both internal (within your team) and external (with clients, vendors, or partners) conference calls, making collaboration quick, clear, and convenient.
Internal Call Conferencing
Easily bring another team member into an ongoing call with a client. This is ideal for situations where you need support from a colleague, whether it's a supervisor, a technical expert, or another department. The additional participant must be a registered sub-user within your CallHippo account.
External Call Conferencing
Need to loop in someone outside your organization? External conferencing lets you add any third-party participant, whether they’re a saved contact or a new phone number, to an active call. This is perfect for client meetings, vendor discussions, or involving consultants in real-time conversations.
But that’s not all. Call Conference also powers call transfers, allowing you to hand over calls smoothly when needed. Choose between:
Cold (Blind) Transfer – Transfer the caller without introducing them first.
Warm Transfer – Briefly speak with the next agent before completing the transfer, so conversations continue without missing context.
Whether you’re coordinating with colleagues or looping in a client mid-conversation, CallHippo’s Call Conference feature ensures everyone stays in the loop, without any complicated setup.
Activation and Charges:
Before you start using CallHippo’s Call Conference feature, here are a few key points to keep in mind:
1. No Separate Activation Needed
If Call Conference is included in your current CallHippo plan, the feature is already active—no manual setup required.
Note: If you are trying to use the Call Conference feature while making a call from the Indian number in your account, please be aware that call conferencing is not supported when dialing from an Indian number due to local telecom restrictions.
2. Charges & Credit Usage
(a) Free Calling Benefit Applies
If the numbers involved in your conference call belong to countries covered under your plan’s free calling benefits, then only the free minutes will be deducted.
Note:
Even in this scenario, your account must have a positive non-zero credit balance (e.g., even as little as $1 credits).
If your account balance is zero, conference calls will not work.
(b) Out-of-Plan Destinations
If any of the participating numbers are from countries not included in your free calling benefits, then charges will be deducted from your calling credits as per standard rates.
Good to Know: Hold & Audio Behavior
When you start a new outgoing call from within an active call, the current caller is placed on hold.
You will no longer hear the original caller while they're on hold.
While on hold, the original caller hears hold music.
You won’t hear them until you resume or merge the call.
Steps for “internal and external” Call Conferencing:
1. Log in to your CallHippo dialer and initiate a call.
2. Click on the “Transfer / Add call” button.
3. You will see 3 options to select from: Agent, Contacts, and Teams you can choose from.
Internal Call Conferencing:
If you want to invite and add any particular user, or you want to invite any team member of a particular team, you can select the two options accordingly.
Click on Agent if you want to:
To invite a user.
You will be able to see the list of agents available on the dialer, whom you can invite.
Click on Teams if you want to: To invite any user of a team that is created in the CallHippo account.
External Call Conferencing:
If you want to invite and add any other external number to the call, select the Contacts option.
In the contacts section, you can either add any existing contact to the ongoing call or you can manually dial a number that you want to add to the call.
Click on Contacts if you want to:
Invite any existing contacts to the call or manually dial a number.
Inviting an existing contact to the call.
Manually dial a number that you want to add to the call.
4. Once you click on the call button, you get to choose between two options:
Transfer now
Talk to the “newly connected call” first
Before selecting any of these options, we request that you understand the two types of call transfers first:
Types of Call Transfers:
1. Blind (Cold) Transfer:
Sometimes, you just need to pass the call along quickly. A blind transfer lets you redirect the caller to another agent or contact without speaking to the recipient first. Their phone will ring, and they can choose to accept or reject the call.
Once the transfer is accepted, you’ll be automatically disconnected. It’s fast, but there’s no chance to brief the recipient in advance.
2. Warm Transfer:
For situations that call for a smoother handoff, a warm transfer is ideal. Before completing the transfer, you can briefly speak with the next agent, provide any necessary context, and ensure they’re ready to take over.
This small step often makes a big difference in delivering a seamless experience for the caller.
Proceeding with blind transfer:
To proceed with blind transfer, click on the “Transfer Now” option.
If the outgoing call you make (to transfer the caller) is answered and connected, your line will automatically disconnect. The original caller and the new recipient will now be directly connected—this completes the cold transfer.
If the outgoing call is not answered—for example, the line is busy, unreachable, or rejected—the original caller will be taken off hold, and you’ll be reconnected with them as the call resumes.
To proceed with warm transfer, click on the Talk to new caller first option.
If the outgoing call is not answered—for example, the line is busy, unreachable, or rejected—the original caller will be taken off hold, and you’ll be reconnected with them as the call resumes.
If the outgoing call you make (to transfer the caller) is answered and connected, you can talk to the new caller while the original caller is on hold, giving you time to brief the new caller about the information before merging or transferring the call.
1. You can then click on the “Transfer Call” button to connect the original and the new caller directly, while you get disconnected.
In this case, the call transfer completes immediately.
2. You can switch between the two callers by clicking on them.
The caller highlighted with the red box is the one that is connected to you, and the other caller is on hold.
3. You can click on the Merge Call, by which you can connect the original caller, the new caller, and yourself, all three on the same call.
Once done, you get two options: Leave Conference and End Conference.
Leave conference: Click on it to leave the call, so that the original caller and the new callers stay connected, while you can end the call for you.
End Conference: Click on it to end the call for everyone, for the original caller, the new caller, and yourself.
Frequently asked questions:
Q: Can I use the Call Conference feature if my account has zero credits?
A: No, even if you're using free calling benefits, your account must have a non-zero credit balance (for example, at least $1 credits) to use conference calling.
Q: Can I invite someone outside my company to a conference call?
A: Yes, you can invite external participants by selecting “Contacts” and either choosing a saved contact or dialing a new number.
Q: What’s the difference between cold and warm call transfer?
A: Cold (or blind) transfer sends the caller directly to another person without introducing them. Warm transfer lets you talk to the new recipient first before completing the transfer.
Q: What happens if the new person doesn’t answer during a call transfer?
A: If they don’t answer, the original caller is taken off hold, and you’re reconnected with them.
Q: Can I merge all three participants into one conference call?
A: Yes, after connecting with both the original and new caller, you can click “Merge Call” to connect all three people.
Q: How do I know which caller I’m speaking with during a transfer?
A: The caller you're actively speaking with will be highlighted in red in the CallHippo dialer.
Q: Will the person on hold hear anything during the transfer process?
A: Yes, the caller on hold will hear hold music until the call resumes or is merged.
Q: Are conference calls recorded automatically?
A: If your account has call recording enabled, conference calls will also be recorded like regular calls.
Q: What happens if I click “Transfer Now” by mistake?
A: If you accidentally click “Transfer Now,” the call will proceed as a cold transfer. You’ll be disconnected, and the caller will be connected to the new number. If the new number doesn’t answer, the original call will return to you.
Q: What if the person I’m trying to add to the call is already on another call?
A: If the invitee is busy or unreachable, the call attempt will fail, and you’ll be returned to the original caller automatically.
Q: Can I invite more than two people into a single call?
A: Yes, CallHippo currently supports 5-way conferencing.
Q: Why is the transfer option grayed out on my dialer?
A: This might happen if your plan doesn’t include the Call Conference feature. Kindly review your plan details on our pricing website: https://callhippo.com/pricing/
Q: What happens if I leave the conference using “Leave Conference”?
A: You’ll be disconnected from the call, but the other two participants will remain on the line and can continue the conversation without interruption.
Q: If I’m hosting the conference, can I mute other participants?
A: No, you cannot mute the participants connected in a conference call.
Q: What if I accidentally click “End Call” instead of “Leave Conference”?
A: Clicking “End Call” will terminate the call for all participants. Be sure to use “Leave Conference” if you want others to continue without you.
Q: Can I rejoin a conference after leaving it?
A: No, once you leave the conference, you can’t rejoin the same call. You’ll need to initiate a new call and start a new conference if needed.
Q: What should I do if I can't hear one of the participants after merging?
A: Try switching between participants to confirm who is connected. If needed, end and re-add the affected caller to restore audio.
Q: Can I switch back to the original caller after speaking to the new agent in a warm transfer?
A: Yes, during a warm transfer, you can toggle between the two callers before merging or finalizing the transfer.
Q: Can I complete a warm transfer without merging all three callers?
A: Yes, you can speak to the new recipient privately and then click “Transfer Call” to connect them directly with the original caller, while you exit the call.
Q: Can I cancel a transfer once I’ve started it?
A: Yes, if the new call hasn’t connected yet, you can hang up the transfer leg to cancel it and return to the original caller.
Q: Can I see if the other agent is available before transferring the call?
A: Yes, you’ll be able to see if the agent is online.
Q: Can I add call transfer to my plan as an add-on if the feature is not available in my current plan?
A: No, the Call Transfer feature cannot be added as an individual add-on. It is only available with specific plans. Please check our pricing page to see which plans include this feature.
Q: Hi, I would like to add the transfer feature to my dialer.
A: If your current plan does not include the Call Transfer feature, you’ll need to upgrade to a plan that supports it. It cannot be added separately to your existing dialer.
Q: Why is the system prompting me to add credits, even though I have free calling minutes available?
A: Even if your calls fall under the free calling benefit, your account must have a non-zero credit balance (e.g., at least 0.5 credits) for call conferencing or transfers to work. Calls won’t go through if your balance is zero.
Q: I wanted to know if there is a three-way call facility.
A: Yes, CallHippo supports up to five participants in a single conference call, so three-way calling is absolutely possible.
Q: If we make an outbound call to our customer and then need to transfer the call to our other team member, how do we do it?
A: While on the call, click the “Transfer / Add call” button on the dialer. Select the team member under “Agent” or “Teams,” then choose between a cold or warm transfer based on your preference.
Q: Do I need to manually activate the call transfer feature myself?
A: No, if your plan includes the Call Transfer feature, it will be automatically active. There’s no need for manual activation.
Q: Our agent is trying to transfer a customer’s call to the supervisor, but they cannot see the supervisor's name in the transfer list.
A: Make sure the supervisor is a registered user in your CallHippo account and is currently online or available on the dialer. Only visible and available users will appear in the transfer list.
Q: Does each user have an extension number?
A: Yes, each user is assigned a unique extension number by the CallHippo system by default. This extension can also be used for internal call transfers.
Q: Do we have the facility of a three-way call?
A: Yes, you can merge three participants into a single call using the “Merge Call” option on the dialer. You can also host up to five-way conferencing if needed.
Q: Can I use Call Conference when calling from my Indian number?
A: No, call conferencing is not supported when you make a call using an Indian number in your CallHippo account. This limitation exists due to local telecom regulations. You can still use the feature with non-Indian numbers assigned to your account.
Let us know how it goes, and feel free to reach out if you need further assistance.