is it possible to have an agent/extension juggle multiple queue calls?
The issue we have now is that we have 3-4 agents in the queue, and sometimes they get stuck on a long call, causing others to wait long for a pickup.
Ideally i'd like the agents to be able to see there is a call in the queue for >1 minute, place their first call on hold, and answer the 2nd, and juggle/transfer as needed.
Is this possible? The agents use Yealink T53W's with Sidecars, so they have plenty of buttons.
Or is the only solution to get them a 2nd telephone (with a new extn or same extn #)?
The issue we have now is that we have 3-4 agents in the queue, and sometimes they get stuck on a long call, causing others to wait long for a pickup.
Ideally i'd like the agents to be able to see there is a call in the queue for >1 minute, place their first call on hold, and answer the 2nd, and juggle/transfer as needed.
Is this possible? The agents use Yealink T53W's with Sidecars, so they have plenty of buttons.
Or is the only solution to get them a 2nd telephone (with a new extn or same extn #)?
