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Capture call from Agents

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jack_thestriper
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Posts: 1
Joined: 24 Mar 2021 18:15

Capture call from Agents

Post by jack_thestriper »

I need help with a theme about a functionality in an Alcatel server.
We know that a supervisor can hear calls between an agent and a customer, but is it possible to capture that call? I mean, "steal" the call from the agent and the supervisor stay talking to the Client? This is useful in situations where an agent is unable to speak to the Customer and the supervisor can proceed with the call.

Can anyone help?
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knightrider
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Joined: 14 Dec 2009 06:26
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Re: Capture call from Agents

Post by knightrider »

While listening, a Supervisor can force a 3-way call and start talking. The agent can drop off if necessary.
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