Speeddial from Agent Desktop during outbound calls

[Luk]

Hello,

Does anybody know the behaviour of Speeddials in Agent Desktop?
From what I've been able to test, it seems that it is not possible to start a call with a Speeddial while the agent is in an outbound call. The speeddials are disabled

Are there options to configure Speeddial behaviour?

Thank you, Luk

[cavagnaro]

Hum...Do you mean that agent is on active call? Then why should they be enabled if they have no medium where to dial? It is like if you are at home and you are calling with party A, then you want to talk with party B, while with A impossible, you have to hang up to be able to talk with B. Same happens on the Call Center, unless you configure 2 lines for the agent on your PBX configuration, maybe one ACD line and one Business one, however normally Genesys only will monitor the ACD line, not the Business one.
That is more a part from your PBX configuration than Genesys one, what PBX are you using?

[Luk]

Yes, if the agent is on a call, or even if this call is put on hold. The purpose is to consult an other party in order to provide a better answer to the customer. Or, to transfer the call to this number. Does this make sense?

I don't have the information of the PBX yet, or know the possibility to configure multiple lines per agent. If I get this info, I will come back with it.

Luk.