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ACD Issues
I have a customer who has a small CCC and the following problem occurs: When an agent is on a call and has to make a referral call for additional information to assist their current ACD call, as soon as the agent presses the HOLD button the next call in queue is delivered to the Agent's next line appearance. How do we stop this?
The workaround that I have suggested to the customer is to press the "conferrence" button and make the referral call (as if announcing the conference) and then returning to the original call once the referral call is complete ... but that's not a desirable long term solution.
regs,
.al.
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