Call center agents held calls

[dr7707]

I recently installed a BCM 3.5 with call center. Agents are logged in and on a call. Agent will put call on hold in to place another call or check something out with in the office. Problem: Held call will transfer un-assissted to the operator and the LED will next to the on break button will flash. Customer would like for the to remain on hold until the person whom put the call on hold picks it up. any advice on how to accomplish this would be greatly appreciated.

THANKS !!!!!

 

[aragon]

Not right, held call will not overflow to reception.
However held call frees agent for additional calls.
Make not ready will flash if agent does not answer ringing call presented by call center, because agent will be assumed to be unavailable.
I strongly suggest you upgrade this site to BCM 3.6


David Brillert

http://www.williamsglobal.com

 

[dr7707]

Thanks for the reply ! My apologies for the poor gramar, I did not proof read before transmit. This does not happen all of the time. However it happens enough to be an issue. Youare the second person to suggest an 3.6 upgrade. I have one ordered and on the way.Thanks again for you response !