Automatically unhold the call on the Agent Leg (RC App) after making a consultation call using the Agent Leg (RC App).
Request:
The customer would like the RingCentral (RC) App to automatically unhold the call on the Agent Leg after completing a consultation call made using the same app.
Scenario:
An agent places a customer call on hold using the CXOne Agent and initiates a consultation/internal call using the RingCentral (RC) App. After completing the consultation and unholding the call in the CXOne Agent, the original call on the RC App remains on hold and does not automatically resume. The customer is requesting that the RC App automatically unhold the call once it is resumed in the CXOne Agent.
Janice
shared this idea
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Andrea
commented
I would like to be in control of the call and able to have access to the caller when needing to
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Karen
commented
I don't want Ring Central controlling my calls. I would like to be the one in control.
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Barbara
commented
i want to be able to have control on getting the caller back, not the systems
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Jennifer
commented
We only use RC right now, but i would not be in favor of the callers being there directly after disconnecting with another call i had made. If there are other questions i need to ask another team member, or need to gather my thoughts, i want the control over when i get the caller back on the line.
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Lana
commented
I like the fact the member is still on hold in case we have to call another party at that time. If the first person cannot help or we called the wrong department, then we have to call again. that way we don't have to explain to the member.
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Gail
commented
This change would be very helpful