Avaya NN44400-120 Manuel D’Utilisation

On the work item, click 

Unhold.

In an onsite contact center, agents frequently use the Hold feature to temporarily hold a 
customer call while they consult a colleague. This consult could be speaking to some 
one at the next desk, or using the DN key on the telephone to place a call to an expert.

Offsite agents using a single line telephone will not be able to place a call on hold and 
then originate another call.

To temporarily hold a customer call and consult a colleague, use the Conference feature 
on Agent Desktop.

•

You are on a customer call.

•

You know the number of the person you want to consult.

On the work item, click Conference to place the customer on hold and open the 
Conference window.

In the Conference window, in the Number box, type the number of the agent to 
conference into the call.

Click OK to begin the conference.

When you have finished speaking to the person you have consulted, click Unhold. 
Agent Desktop terminates the consult call and returns you to the customer call.