- When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
- As the presence remains available, calls from queues in which the agent might be present are still presented.
- This does not seem logic as normally when being in a call your status is set to DND.
We would like to see that the presence during a consult is also modified to DND or that you can configure this behavior.
Comments
We have also experienced issues with this since we launched DCCP in March 2025. Consults do not block capacity, meaning agents can receive additional calls whilst in a consult. Agents were advised to go onto DND to counteract this, but this prevents the consult then being transferred through. Would like to see this resolved.
Category: Voice - Inbound Calling
This seems like such a basic requirement that it seems like more of a bug than an idea. When an agent accepts a consult, it hurts their metrics and is a bad experience for the customer to continue to send phone calls to them.
Category: Voice - Inbound Calling