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Beginner

UCCE Finesse 10.5 - Ability to see multiple active calls in a Conference call

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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Enthusiast

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.

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Enthusiast

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.

View solution in original post

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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?