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  • "no hold" conferencing

    I have a contact center opportunity with a crisis hotline that requires a CC agent to conference in another internal individual while keeping the initial call active during the process, i.e. not putting them on hold. Is there a way to accomplish a "no hold" conference call? I know this can be accomplished via the barge feature and by putting a button on a supervisor toolbar, but that's not sufficient. The agent needs to alert a secondary queue of "tier 2" agents (via chat, IM etc.), and one of these agents needs to pick up the call and be conference in. Is this possible? Any help on this subject would be GREATLY appreciated!
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