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  • 1.  Making a Second Call While Monitoring a Live Call

    Posted 24 days ago
    Edited by James Foster 24 days ago

    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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  • 2.  RE: Making a Second Call While Monitoring a Live Call
    Best Answer

    GENESYS
    Posted 23 days ago

    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


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