Call External Number while another call is on hold

Question

Hello;

We are using CCP to handle calls in aws connect. When an agent gets a call, sometimes s/he needs some more information. And gets the call on-hold. And wants to make a call to external number.
When s/he clicks Number pad, s/he can see numbers, but there is no call button. Only End call button. Agent can make a call to quick connect. But it is not always best solution as we cannot record every number as quick connect.

Is there any way to call external numbers without registering them as quick connect first?

Thank you..

Accepted Answer

From my end, I can also only see the _End call_ button when I click on the _Number pad_ directly during a call. Seems like a bug.. However, I found a workaround.

- Click on _Quick connects_
- In the _Quick connects_ page, click on the _Number pad_ button at the bottom of the screen
- The _Call_ button will now be enabled after entering any external phone number
- Click _Call_

Call External Number while another call is on hold

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Call External Number while another call is on hold