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. The agents and supervisors must be in the same account to make internal extension calls. When an agent is on an internal call, the agent becomes unavailable for external calls during the call duration.
If an agent is on a customer call:
The agent can only make a consult call to another agent for customer-related queries. Avaya Workspaces blocks the agent from making any other outbound calls.
The agent can receive an internal call notification, but if the agent answers the call, Avaya Workspaces automatically puts the customer call on hold. The agent state also changes to Not Ready. 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™ Public Cloud times out the ringing in 60 seconds.
An agent can, however, toggle between multiple calls by putting a call on unhold, which puts all other calls on hold.
Avaya Workspaces supports the following features for handling multiple calls:
Agent can switch calling card without clicking on the unhold the call, which does not switch the media.
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.
Avaya Experience Platform™ Public Cloud uses the country code of the caller for an internal extension call.
If you do not have access to the internal extension call feature, contact Avaya Support.
