using the HOLD option in the CAD Agent

[DavidPeter]

                   When A user puts a the caller on hold is there a way to allow anyone else to pick up the call? So say Agent 1 gets a call and but they are busy so they take the call so it is handled but then put the user on hold while they finish thier business. Is there a way for another agent to pick up that call without at a transfer?

Thank you

Dave Peter

[Andrew Skelly]

Call Park.

[DavidPeter]

Is that the only option? Using call Park on the phone? I had thought of that but was hoping there was a way to do it other than that. Like if the user puts the call on hold could I make it ring another agent after a minute or something like that?

[Andrew Skelly]

Putting a call on hold is handled by the UCM not the CCX.  Plus what happens if you put the user on hold because you need to talk to a peer or supervisor for longer than a minute?  The call would go to somebody else, even though it should not have.

An even simpler approach would be if the agent is busy, have him/her go into ACW or Not Ready, so they don't get a call in the first place.