Is anyone doing this today? I thought that this was possible, but if I run an Outbound Campaign (on Progressive) for agents that are also receiving Inbound Calls, however system fails to recognize that the agent is on a call that originated from 1) an Outbound Campaign or 2) an Inbound Call Flow...
So when the 2nd call connects (outbound for example) it will put the inbound call that the agent is currently handling on hold and connect the agent to the new outbound call. Now the agent has to quickly place the outbound customer on hold, switch back to the original call, finish that call and then go back to the 2nd customer to complete that interaction... meanwhile this behavior can happen again if another call comes in.
Also - This happens even for "IVR Scheduled Callbacks" where the customer requested a callback. If my agent is on an inbound call and the callback connects to the customer, it automatically connects to an agent and places their existing call on hold.
This makes no sense!