Genesys Cloud - Main

I had a question from a customer whether it is possible to make a separate outbound call while monitoring an active call at the same time. This could be required when dealing with vulnerable customers and needing to call the emergency services. I don't believe this is possible as you would have to put the monitoring call on hold to make a separate outbound call. However, one thing I did notice when testing this myself is that once the separate outbound call is disconnected, the monitoring call remains in a "Hold" state and it is not possible to take the call off of hold. You have to hang the call up and start the monitoring over again. Am I missing something here?

#Telephony

------------------------------
James Foster
Connect Managed Services (UK) Limited
------------------------------

Hi James,

I believe you are correct with regards to having to put the monitoring on hold to make a separate outbound call.  With regards to not being able to remove the hold state, I think this would be worthy of ticket with care if you have example interactions or if it is easy to replicate.  

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------