With Avaya Experience Platform™ (On-Prem + Connect), agents and supervisors can make internal extension calls to each other on matters unrelated to customers. For example, a supervisor can call an agent about the work schedule, or an agent can call the supervisor to discuss issues related to appraisal. When an agent is on an internal call, the agent is unavailable for Automatic Call Distribution (ACD) or Direct Agent Call (DAC) calls during the call duration.
If an agent is on a customer call, the following occurs:
The agent can make a consult call to another agent for customer-related queries.
The agent can receive an internal call notification, but Avaya Workspaces automatically puts the customer call on hold if the agent answers the call. This feature applies to all external and emergency calls.
The agent can ignore the internal extension call and can click to return the call from the list of missed calls or call history. If the agent does not answer the call and the calling agent does not cancel the call, Avaya Experience Platform™ (On-Prem + Connect) times out the ringing in 180 seconds.
An agent can, however, toggle between multiple calls. The agent can unhold a call, which puts the previous active call on hold.
Avaya Workspaces supports the following features for handling multiple calls:
An agent can switch the calling card without clicking the unhold button, which does not switch the media.
An agent must click the unhold button to switch the media.
The internal extension call feature supports the following features:
The internal extension call feature does not support auto-answer.
If you cannot access the internal extension call feature, contact Avaya Support.
