Avaya Workspaces for CRM supports the Consult feature. With this feature, agents can send a consult request to another agent or an external user during a customer interaction to get assistance. Agents can send a consult request to a user or service queue. For example, for finance-related customer queries, agents can send a consult request to the Finance queue for assistance from the finance department. Here, the consulting agent is the agent who sends the consult request to receive assistance, and the consulted agent is the agent who assists the consulting agent. Agents can also send a consult request to an external user outside their organization.
During the consultation, consulting agents can do the following actions:
Put the customer's call on hold.
Move between calls.
Transfer or disconnect from the consultation or remain in the conference call.
Resume the customer call.
If the agent or the external user receiving a consultation call is unavailable or does not answer the call within the RONA timeout period, the call remains on hold in the queue until a consulted agent or the external user is available. If the consulting agent, consulted agent, or external user cancels the consult request, the consulting agent returns to the call with the customer.
After receiving a consultation from another agent or an external user, the consulting agent can complete the consultation call as a transfer or a conference.
Note:
If the agent makes a consultation call during an outbound call, the agent can either end the consultation call or complete the consultation call as conference. The agent cannot complete the consultation call as transfer.
