Management wants a way that if an Agent puts an ACD call on hold at there phone after answering it out of queue that after a predetermined amount of time it can automatically be transferred. Is this possible?
We are running in to an issue in which we have multiple call handling turned on and some of the agents are trying to hide queue hold time by picking up a second ACD call and letting it hold on there extension.
Have Avaya Aura CM 5.2
Thanks in advance,
Jim
We are running in to an issue in which we have multiple call handling turned on and some of the agents are trying to hide queue hold time by picking up a second ACD call and letting it hold on there extension.
Have Avaya Aura CM 5.2
Thanks in advance,
Jim