CX Agents is on the line and another EX call comes in
Current scenario:
An agent is currently on a call via CX.
Another call comes in via EX.
This call is routed to the agent as a duplicate call.
At present, agent roles allow EX calls to be forwarded to voicemail.
I consider this to be very impractical and inadequate.
The following solution would be the best option and is strongly requested by my client:
An agent is currently on a call regarding CX.
Another call regarding EX comes in.
The second call should be detected and forwarded to the forwarding destination set up on the extension.
It should be possible to select the forwarding destination in the extension’s settings. If it is voicemail, then to voicemail.
If it is another queue, then to that queue.
Voicemail alone is not sufficient.
5
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Zoran
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