Allow call transfers or add a third party with a light agent never connected in Zendesk
BeantwortetThe observation is as follows:
- Light agents do not have Talk access and use rights
- Their user file exists and often has a telephone number, so it's not in Zendesk
- When we try to transfer a call to them or add them as a third party, they always appear offline > Which is normal, given that they will never be connected in Talk!
What's not consistent is having this offline display and not being able to transfer a call or add a light agent as a third party.
The Talk display behaviour should be different for agents and light agents.
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Offizieller Kommentar
Hello,
Thank you for your question. We will assess this holistically and revert back.
Sean
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Thank you. I await your news
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