---
title: Adding participants
description: This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/adding-participants.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Set up the Voice Controls Simulator tool, Voice Controls Simulator tool, Enable ICC for CCaaS calls and callbacks, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Adding participants

This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.

## Before you begin

Role required: admin

The first participant represents the user initiating the call. Adding subsequent participants simulates a multiparty call. For example, when a second agent or supervisor joins the call, or when one agent consults with another in the same call.

\[Omitted image "int-add-participant.png"\] Alt text: Add participants in the simulator

## Procedure

1.  Fill in at least one field such as the Name or Phone Number for each participant.

    You can add up to five participants. Save each participant details before submitting your configuration.

    \[Omitted image "int-save-participant.png"\] Alt text: Add up to five participants and save each participant entry

2.  Select **Submit** to display the Global call window with your updated selections.

    The Voice Controls Simulator tool provides a synchronized view across both Global Call and Active Call windows. Selecting any call button, such as hold or mute, instantly updates both call windows.

    \[Omitted image "int-test-active-call-simulation-call-controls.png"\] Alt text: Test the simulated active call controls

3.  Select **Start Over** to reset your simulation and return to the set idle state capabilities step.


## Result

The **Add participants** is the final step in the Voice Controls Simulator. After submitting your configuration, you're ready to begin using the configured call workflow in your workspace.