Start and end a conference call from Twilio in Service Operations Workspace

Start a conference call using Twilio to collaborate with others to work toward the resolution of an incident. End the call when the discussion is over.

Before you begin

Role required: itil

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Select the List () icon.
3. Select Incidents > Open.
4. Select the incident record.
5. Select the Collaborate icon () from the contextual side panel.
6. Select the Calls tab, and then select the plus (+) icon.
7. Select Start Telephony meeting.
8. On the form, fill in the fields.

   Table 1. Start Conference Call form

   Field	Description
   Title	Title for the conference call
   Add participants	Provide the list of participants for the conference call.
   Include a brief message for participants	Provide a brief summary about the issue to be discussed in the conference call.

9. Select Start.

   If there are more than 50 participants, the conference call will be initiated in asynchronous mode and a few additional participants will be added to the conference call soon in background, this enables you to continue work without any interruption.

10. At the conclusion of the discussion, end the call.
    1. Select the active call card.
    2. From the Leave call drop-down menu, select End call.