03-21-2018 12:14 PM - edited 03-14-2019 06:03 PM
Does Finesse allow the agent to see multiple active calls in a conference call or warm transfer? Also, is the Drop Participant feature available within Finesse agent? I recall this feature is available in Finesse Supervisor during Barge In or Intercept but not sure on the agent.
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03-21-2018 12:20 PM
Yes Agent can see 'both' the legs when on a CONSULT transfer in Finesse. Agent can also switch between those '2' calls after 2nd call is connected - and then can drop any specific call (caller or 2nd agent)
On a Conference call, if agent hangs up, other two parties can continue to talk.
03-21-2018 12:20 PM
Yes Agent can see 'both' the legs when on a CONSULT transfer in Finesse. Agent can also switch between those '2' calls after 2nd call is connected - and then can drop any specific call (caller or 2nd agent)
On a Conference call, if agent hangs up, other two parties can continue to talk.
05-02-2018 07:03 AM
Thank you for this info. I agree about the solution. Does anyone know how similar functionality may be possible for a Finesse mobile agent user?
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