Call Center Application Question

[Sooperbohl]

I have a user that logs into an agent queue on the call center application (BCM 3.7). User wants to be able to put a caller on hold, pick another call and transfer that call if needed. I understand that if she is logged on to the call center, she cannot put a caller on hold and accept another incoming line. Is this correct? Is there a possible work around?

Thanks for any answers.

Soop

 

[oldestgeek]

She can put a caller on hold and pick up a call on her intercom or on a line on her phone but not from the queue as the system won't present her a call if she's already on one. She could try parking the first call instead. You could use SWCA keys.