Agent Seller-Assistant pair. Assistant can't put a call on Hold for the Seller.

Unanswered Question


A call comes in and it goes through DB lookup, if there is a match, the call goes to the "Queue to Agent".  In the "Queue to Agent", there are the Seller and the Assistant.

If the Seller is not available, the call goes to the Assistant.  And if the Assistant is also not available, the call then goes to the Operator.

The problem I'm having is that when the Assistant put a call on Hold for the Seller, the call comes right back to the Assistant.

Any advice?


Peter N.

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