Agents and supervisors can make internal calls to other agents and supervisors. For example, a supervisor can call an agent about the work schedule, or an agent can call the supervisor to discuss the issues related to appraisal. The agents and supervisors must be on the same account to make internal extension calls.
If an agent is on a customer call:
The agent can only make a consultation call to another agent for customer-related queries. Avaya Workspaces for CRM blocks the agent from making other external calls.
The agent can receive an internal call request, but if the agent answers the call, Avaya Workspaces for CRM automatically puts the customer call on hold. 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, the call times out in 60 seconds.
The internal extension call feature supports the following options:
End call
Mute or Unmute
Hold or Unhold
While waiting on hold, the customer hears on-hold music.
DTMF keypad
The internal extension call feature does not support autoanswer.
Avaya Workspaces for CRM uses the country code of the caller for an internal extension call.
If you cannot access to the internal extension call feature, contact Avaya Support.
