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:

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:

• End call
• Mute or Unmute
• Hold or Unhold with music on hold
• DTMF keypad

The internal extension call feature does not support auto-answer.

If you cannot access the internal extension call feature, contact Avaya Support.