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Talk - ability to make calls on multiple lines and switch between lines
Posted Jan 30, 2025
Hi there,
I would like to request the ability to have agents make calls on a 2nd line, and to be able to return to the caller on line 1 etc.
Our use case is: we have end users calling, which often requires our agents to then make a call to a vendor, who then put our agent on hold in turn.
We would like agents to be able to switch back to the end user to say ‘I’m still here, if you could continue to hold' or to give progress updates, so they know they are still being attended to. Then go back to the vendor call for further updates.
We do not want to transfer the call, and we do not want to do a 3-way consultation call. Currently, the only option is to do a ‘consult before transfer’ but then we can't go back to the end user until the vendor call is ended and sometimes the end user hangs up before then.
Being able to have a simultaneous call on ‘line 2’ would really enhance our CX.
Thanks,
Steven.
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2 comments
Scott Tynan
+1 Yes! This would be great!!!!
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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