Our objective is to prevent internal agents from receiving transferred calls unless they are available. Presently, calls are being transferred to agents who may not be ready to take them, causing customers to wait on hold or get stuck in a queue if the agent logs off. To address this issue, we aim to allow transfers only when an agent is in an available status. Implementing a warm transfer process could help avoid these problems. However, we are also exploring the possibility of introducing a system setting or enhancement that would automatically check the availability of agents before enabling the transfer function. This way, the transfer option would only be available for selection when the intended agent is ready to take the call.
Is this possible?
