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.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 09-09-2024 05:29
From: James Foster
Subject: Making a Second Call While Monitoring a Live Call
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
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James Foster
Connect Managed Services (UK) Limited
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