question

andres-hincapie avatar image
andres-hincapie asked mary-community-moderator commented

Is it possible for an agent to answer another call when he's on a call?

phone
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1 Answer

mary-community-moderator avatar image
mary-community-moderator answered mary-community-moderator commented
Hello Andres,

If a call is directly to the user, there is a call waiting. But if this is a call coming from the queue, the second call will be received by the other members of the queue.
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Hello Mary,

Thank you for your answer but I already knew what you said. In our case, at this time of COVID-19, our operation has been reduced and we only need one agent per shift to answer all incoming calls. The problem is that sometimes a call comes into the queue and if the agent is on a call that other incoming calls will be missed because the client will get tired of waiting until the agent is free. In this case, it would be ideal if there is only one agent available in a queue, he or she could take two or three inbound calls.

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Thanks for clarifying, Andres. Sorry but this capability doesn't work for call queue.
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