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:

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:

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

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.