Description

In Dynamics 365 Contact Center, when an agent initiates a consult call (e.g., to an external phone number or another agent), all participants are currently part of a single active call session.

In practical scenarios, agents may need to place the customer on hold for an extended period while consulting with another party (for example, escalation to a vendor, partner, or internal expert).

However, when the agent decides to:

• Disconnect the original customer call (e.g., due to long wait time or customer unavailability),
• The entire call session is terminated, including the consulted participant.

Business Impact

This behavior limits agent flexibility in real-world use cases such as:

• Long-running consultations with external vendors
• Complex issue investigations
• Escalations that require extended discussion without the customer present

Agents are unable to:

• Continue the conversation with the consulted party
• Complete discussion before reconnecting or following up with the customer

This may lead to:

• Repeating conversations from scratch
• Increased handling time
• Reduced agent productivity and customer experience

Suggested Enhancement

Enable an option where:

• A consult participant (internal or external) can remain connected with the agent even after the customer is disconnected, OR
• Allow the consult call to become an independent session once the primary customer call is ended

Expected Outcome

• Improved flexibility in handling complex scenarios
• Better support for real-life contact center workflows
• Reduced need to re-initiate calls and repeat discussions
• Enhanced productivity and customer resolution time