The agent received a call from customer and the call was answered by an agent. The agent initiated direct transfer from Finesse to supervisor but supervisor rejects the transfer call. now agent state changed from talking to ready but the customer call is not disconnected from his phone.
I hope disconnect message not sent to Ingress for this scenario.
Why would the supervisor reject the call? Why not let it go to voicemail (for instance) if the supervisor can't handle it, or have the agent not do a direct transfer to make sure the supervisor will handle the call.
It sounds like this is more of a business challenge than a technological one.
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