How can we help?

Call Switching (Legacy)

Follow

Note: With Talkdesk Agent Workspace generally available, we announced — on February 21, 2022 —  the End of Life to our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Main — which impacts the feature(s) described below in this article. You may continue to use the legacy agent products until the EoL date. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so you should upgrade to Talkdesk Agent Workspace. 

Access the full Announcement here.

Access Talkdesk Agent Workspace documentation here.

 

Call switching allows agents to switch from a current call to another incoming call to their direct lines (i.e. dedicated lines and extensions), while simultaneously ending the current call.

 

How it Works

Call_Switching_in_the_browser.gif

While the agent is on a call received in their dedicated number or extension, if another call comes in to the same number, this call appears in the agent's call queue. While the call is showing up on the call queue, if the agent clicks the reject button, the call is removed from the queue and the caller hears a message informing that the agent is not currently available.

If the agent clicks the accept button, the call in progress is terminated immediately, no disposition dialog is shown, no after call work is applied and the enqueued call is answered automatically (the browser may still request permission to use the microphone).

The call switch feature only works with phones that are listed in the Numbers tab of the agent’s Settings. It works both in Talkdesk main web application and Callbar

All Articles ""
Please sign in to submit a request.