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Sometimes the agents could ask for a consult (for a client call) to another agent even if he should not be able to receive incoming calls from clients. Indeed, it would be functional to see all the agents' names in the consult tab and not only the available agents to receive a call. It would then be up to the agent sending the consult to verify if the colleague can accept the consult request. Especially, it would be needed that:

  • chat consult could be sent to agents even if they are in base status "Away" or "Busy do not Disturb"
  • call consult could be sent to agents even if in base status "Away"
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