redirect all second calls AUTOMATICALLY from the RC App
Feature request:
Ability to redirect all second calls AUTOMATICALLY from the RC App, when the user is already on a call.
Scenario: The customer does not want agents to need to take an action when they are already on a call. Nor do they want the 2nd caller to wait while the call is redirected manually. The call waiting feature does not cover this scenario. If you enable "call waiting" it still asks the agent to decline manually and the caller gets a busy tone. If you disable call waiting it will send the call to voicemail instead.
Expectation:
A button in RC app called "Redirect all 2nd calls to", then the option to select:
- an extension
- voicemail
Nathalie
shared this idea
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Nathalie
commented
Customer is chasing
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Peter Thornicroft
commented
Other systems I have worked on allow the end user to determine where the call can be overflowed to when the user is InCall and does not have call waiting enabled.
I think this is a very useful to have available.