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Ahmed Nassar
Business Problem:
  • As a first-point-of-contact agent, I want call transfer and forwarding capabilities, so that I can quickly route calls to the appropriate team or individual, ensuring efficient handling of customer inquiries.
Desired Outcome:
  • Ability to transfer live calls seamlessly to another agent or department.
  • Forward calls based on availability or predefined rules.
Use Cases:
  • Transferring a client to a sales representative for advanced queries.
  • Forwarding support calls to specialized teams during escalation.
The Current Workaround:
  • N/A