Hi Folks, just wondering if anyone has a set up like how we are working and if they have found a solution to the problem we are facing 
We are using the switchboard operator interface as the directory and we have queues unhidden in there so staff can use these to consult our departments before transferring.
Agent receives a call from a customer and dials the queue in the directory. If the team at the other end take time to answer, there is no function to be able to go back to the customer at this point and still retain your place in the queue. You have to end the call you are making to speak to the customer.
Our staff are asking if there is any way that we can rectify this?
Thank you
Stuart
Hi @FeenoAye, can you advise a little further? When I look at this, I answer as a Switchboard Agent. I use the Transfer to a Queue and the Queue Answers. I then have the following icons at the top to allow me to control the call: I can use F1 to go back to the caller, F3 to cancel the transfer, F4 to conference, and F12 to complete the transfer.
Is this not what you are seeing?
Thanks
Jonathan
Hi Jonathan, thanks for getting back to me. The issue our agents are having is in between them ringing and the queue answering. They are waiting for the queue to answer, if it is a long wait they would perhaps go back to the customer, but what they are noticing here is they can only cancel the call and leave the queue, they cant go back to the customer and retain their position in the queue. If the call is connected to an agent at the other end of the queue, then they do see these options.
Ahh I get it. So, yes it does this as it knows it is a queued call. You choose to cancel or complete the transfer. To help if the operator clicks on the queue name you will see the queue details so you can advise the caller before transferring them and either choosing to wait with them or completing the transfer to release the operator.
