Handle a second call simultaneously

[leo.mangueira]

Does any one know if its possible to an agent handle a second call while still talking to the first customer?

I have heard that its possible to set a phone extension as a routing point so I can also load a strategy on that extension so, if the agent doesnt handle that call, I can re-route the call.

Do it make sense? Any idea?

Thanks you all and happy new year!!

[cavagnaro]

Well yes, routing the calls to the Places is another option, again, putting on example Alcatel, we can achieve this configuring on agents sets two key to handle calls, therefore doable on Genesys also, the Agent place will have 2 extensions.

[leo.mangueira]

All right but then I'll need two licenses for one seat! I just need to route two calls to one extension with two lines...

[cavagnaro]

? You can't route to an Extension, you route to a Place. The Place contains the Extensions.
Now from licensing point of view, you are monitoring now one more object, so I believe that yes another license will be used.

What PBX are you using on first hand?

[leo.mangueira]

Thnks!

The PBX is Cisco Call Manager, I get that the call goes to place, the point of view is that the extension will handle one call on each line, and there will be two lines for each extension.
My doubt is how can i deliver theses calls...

Thnks in advance.

[cavagnaro]

And why the need of this? A single agent handling two simultaneous call? We do this only for when agent need to receive internal calls to support customer calls. In the POV of customer service is very bad having one call and holding it to answer another...why not increase agents number? Or another Agent GRoup to handle those calls?
Don't know if you can do this but maybe create a set with two buttons each of them will manage a line 1234 for example.
So extension 1234 will have another twin button 1234.

[leo.mangueira]

Allright... The call center has low interaction volume and there is customer fidelization, so the customer always talk to the same agent. The idea is the agent see who is calling and then choose to end the current call quickly or not. If the call rings more then 4 times then the call goes to another agent.