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Inbound call when making outbound call

smarrow
Level 1
Level 1

When one of my agents is making an outbound call, she will continue to get inbound calls from the queue.  Is there a way for her not to get any inbound calls from the queue while making an outbound phone call? Does she need to alter her availability in WebEx?

2 Replies 2

dtibbe
VIP
VIP

Well, I cannot tell about WebEx, but for Webex, there is a setting called call waiting (https://help.webex.com/nceevy2/ and https://help.webex.com/wizegz/). I guess the user has enabled it and may receive a second call while being in an active one.

The setting can be disabled via https://settings.webex.com/

Not Sure if it helps.

 

On the Overflow Settings page, determine how overflow calls are handled. Choose one of the following options from the drop-down menu:

  • Perform busy treatment—The caller hears a fast-busy tone.

  • Play ringing until caller hangs up—The caller hears ringing until they disconnect.

  • Transfer to phone number—Enter the number where you want to transfer overflow calls.

 

https://help.webex.com/en-US/article/nctlep6/Manage-call-queues-in-Control-Hub



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