Consult with
Agent/Supervisor

Agent/Supervisor Consultations

  • Agents can place call on hold to consult with other Agents or Supervisor.
  • Agent can transfer call to another agent/supervisor.
  • Agent can transfer call to another queue.
  • Agent can transfer call to internal or external number via warm transfer or direct transfer.
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FAQs About Agent/Supervisor consults

Am I charged for minutes when the caller is placed on hold?

Yes if the call is active, and minutes are accumulating, the volume of minutes are charged.

Is there a charge for consulting?

Yes, see pricing page for consulting charges.

Can a supervisor be consulted by any agent at any time?

A supervisor can only be consulted when they mark themselves “available” on the system.

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