Inbound agent to handle multiple calls at once.

[xtdirect]

Ok, this may be a stupid question… But I don't seem to see how to make it happen.

All inbound… What settings do I need to set to allow a single agent to handle multiple inbound calls at once.

Scenario: First inbound call comes in agent answers it… a second call comes in the agent puts caller one on hold and answers call two, and puts them on hold… grabs the first call and completes it… then grabs call 2 and completes it.

Thanks!

[mflorell]

Campaign settings to allow Re-Queueing of calls, AGENTDIRECT in-group enabled on campaign and selected for the agent.