Overview

When you dial in Playbooks and you receive at the same time a call, you are obliged to accept the call that is received right after in a different platform (I.E. Microsoft Teams), so you want to control which platform to use to accept a second (or third) call when this scenario is presented.

Information

This is something that would need to be configured on the external platform and not in Playbooks. From the Playbooks point of view, you cannot control how phone systems work when another call comes in at the same time as a Playbooks call.

You can contact support and request this feature to be developed through an Enhancement Request.

Your IT department should be able to provide you with more information about how your external (3rd party) platform works when two or more calls collide (come in at the same time). 

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INFORMATION ONLY FOR AGENTS:

• If the customer requests an Enhancement for this, make sure you read the Submitting Product Enhancement Requests KB Article.

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