Hold current Call and answer the second one in que

[mnaeem1]

We want to configure BCM in a way that allow call center agents to hold the current call and answer another one in the que then come back again to first one how we can do this.
we are using BCM50 and i2050 soft phones

 

[ironhorse17]

You probably need to transfer the call back to the queue and treat it as a new call.

 

[cook1082]

If the call remains a CC call you can't take a second CC call untill the agent is done with the first, even if put on hold. If you transfer the call to another agent or park the call that takes it out of the CC and the agent can become ready for another call.But if you use reporting it will not show in the total stats but will show as a Park or tranfered call.

 

[mnaeem1]

thanks cook,
is there any other easier way to retrieve or at least display the parked calls because to retrieve the parked call i should memorize the park number which will difficult for agents in heavy environment so what will be you suggestion to show the parked calls retrieve ID's.