we are wondering how can I solve this scenario, but I don't find a suitable solution.
My scenario is as follows:
- An agent receives a customer call and needs to transfer the customer call to IVR to request some information (like a PIN).
- When the IVR finish to collect the information, try to transfer to the agent again. This agent is the same user that has received the call the first time.
I don't know how I can block the agent while the call returns again to him.