A
Anida Palavra
When two calls are merged using the Call Transfer feature, there is currently no option for the agent to disconnect from one participant while keeping the other participant on the line. Ending the call disconnects both parties at the same time.
This creates friction in common transfer scenarios, such as:
  • Introducing a client to another agent and then exiting the call
  • Transferring a call to a manager or closer
  • Completing a warm handoff without dropping the remaining participant
  • It would be extremely helpful to add a control that allows the agent to:
  • Hang up or leave the merged call with one participant
  • While keeping the other call active and uninterrupted
This enhancement would significantly improve call transfer workflows, reduce dropped calls, and create a smoother experience for both agents and clients.