Colleagues, please tell me how to solve my problem.
I need that if a member of the queue puts a call on hold, the queue does not give him the next one.
The following situation is constantly happening. An operator, who is a member of the queue, receives another call. From the content of the conversation, it becomes clear that the operator needs to make inquiries on the topic of the conversation.
The operator wants to do this not by a phone call, but simply by voice - the second person sits next to him, at the next table. The operator turns off the microphone, asks a question and waits for an answer. At this time, the originator of the call hears only silence and not everyone likes it - many do not understand what is happening.
Operators started putting the call on hold. On the one hand, everything has become fine - the originator of the call began to hear music interrupted by ritual incantations about how important his call was. On the other hand, everything has become bad - the queue, after that, distribute the next call to the operator.
Is it possible to explain the queues that the fact of sending a call on hold is not yet a reason to distribute the next one?
Thanks in advance,