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  • 1.  Multi Contextual Panel agent name in consult calls

    Posted 01-29-2025 02:02
    No replies, thread closed.

    We have noticed that wrong agent's name can be visible in a consult call in case the first alerted agent does not answer the consult call. 

    1. Agent A is making a consult call to queue 1
    2. The call alerts Agent B in queue 1 but s/he does not answer
    3. Agent C in queue 1 answers the call

    The consult call on Agent A's screen shows Agent B's name even though it is Agent C who is on the line. Example below.

    Will there be any fix for this?


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Marja Korander
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  • 2.  RE: Multi Contextual Panel agent name in consult calls
    Best Answer

    Posted 01-29-2025 10:08
    No replies, thread closed.

    Hello Marja, 

    I believe this is expected behavior as how are system works the call is coming from the agent that didn't answer, it still works as a consult/blind transfer from that agent that missed the call. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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