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Community Member

using the HOLD option in the CAD Agent

                   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

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using the HOLD option in the CAD Agent

Call Park.

Community Member

using the HOLD option in the CAD Agent

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?

using the HOLD option in the CAD Agent

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.

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