Vernon Posted January 8, 2019 Report Share Posted January 8, 2019 Hi, I'm trying to figure out how to best approach a scenario where a manager has to take over calls. Let's say Manager runs a call center and Rep A received Chatty Client B. CCB has frustrated RA to a point where heated words may be said. Manager wants to be able to grab the call from RA without having to use parks/holds. I know there's a feature for call barge in, but that would still leave RA on the line, is there a possibility of just completely taking the call over? To summarize the feature would be a forced transfer. Quote Link to comment Share on other sites More sharing options...
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