When adding a call in order to complete a warm transfer, the agent merges the call with the caller and the person we’re transferring to. But when going to complete the transfer, we’re only presented with the option to end the call for all by hitting the hangup icon.
In the zoom app, we have the option to leave the call which is the behaviour we need. but its not an option in the embed.
This seems like a pretty big bug and is production impacting for us.
Hi Chris,
Are you using one of our ZCC CRM Integrations, or the ZCC Smart Embed solution ? Regarding the workflow that you described, are you invoking the ‘transfer’ or the ‘add call’ function for this workflow ?
Thanks,
Justin
Hi Justin, we are using the ZCC Smart Embed, and we are using the ‘add call’ function, because we need all three parties on the line before the agent drops off.
Hi Chris,
I did check with our product team and this “conference assign” capability is something that is planned to be added to our Smart Embed product later this year.
Justin