Switching between 2 active calls using webclient or browser extension

[Benk Groep B.V.]

Hi Guys,

We have a customer not willing to switch to webclient because of one particular function they cannot use in the webclient. This function is used primarily by their own helpdesk.
I've tried to search this forum for the answer, this one came close but is not quite the same.

Scenario:
Customer calls the department in question. Employee answers the phone and registers a ticket. Customer is put on hold while they contact Supplier. E does this by pressing the Attended Transfer button. Employee talks to Supplier and Supplier asks a question that Employee hasn't asked Customer yet. For example; what IP does the phone have. Employee wants to switch back to Customer without having to disconnect with Supplier. This last part does not seem to be possible in the webclient, but it is possible in the 3CX phone for Windows using the Line buttons.

Am I missing something or is this missing in the Webclient/browser extension?

 

[ChrisC_3CX]

You are actually right, I'm afraid that it is not possible to switch back to the first call without hanging up the second call while performing an attended transfer in the 3CX Webclient/Browser Extension.

Please do consider having a look through our ideas section to see if this functionality has already been posted as a recommendation so that you can upvote it or maybe just post it yourself as a new idea.

 

[Evolute IT]

But why is the employee doing that as an attended transfer if it's technically a second call? That doesn't make sense. I don't think the customer would talk with the supplier in any way...