Inbound agent to handle multiple calls at once.

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Inbound agent to handle multiple calls at once.

Postby xtdirect » Fri Nov 07, 2014 3:26 pm

Ok, this may be a stupid question… But I don't seem to see how to make it happen.

All inbound… What settings do I need to set to allow a single agent to handle multiple inbound calls at once.

Scenario: First inbound call comes in agent answers it… a second call comes in the agent puts caller one on hold and answers call two, and puts them on hold… grabs the first call and completes it… then grabs call 2 and completes it.

Thanks!
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Re: Inbound agent to handle multiple calls at once.

Postby mflorell » Sun Nov 09, 2014 8:34 am

Campaign settings to allow Re-Queueing of calls, AGENTDIRECT in-group enabled on campaign and selected for the agent.
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