Genesys Cloud - Main

Many of our agents are complaining that in Pure Connect, if they were on a call, and a transferred call alerted them, they could place the transfer call on hold and not disrupt their current call.

In Genesys Cloud, unless we don't have it configured correctly, they have to put their original call on hold to accept a transfer call... is that correct?

Hello Jamie,

I don't believe that we currently have a feature to put the transferred call on hold without answering/interacting with the call first. I did see that there has been some development on call parking in the Product Ideas Lab. I would recommend checking that out.