First advisor refuses a call or is already on the line
Y
Yelle Vervoort
If the first advisor set up refuses a call, the customer must wait out the ring time before going to the 2nd advisor.
It would be better for the customer that if the first advisor refuses a call or is already on the line, the customer is transferred directly to the 2nd advisor instead of waiting out the ring time.
T
Tim Winter
Or directly to voicemail depending on preferences. Either way, there's no reason to make the customer wait out the rings.