Most of our clients prefer to wait on hold when they want to talk to a specific individual instead of leaving a voicemail. Could there be an option to put a client on hold? A client calls into the Parts Team and Bob answers. The client asks for Jim, however, Jim is finishing up with a client at the counter. Currently today Bob can re-assign the ticket to Jim, however, it may end up just going to voicemail (not cool). OR Bob can press mute and keep the client on his line until Jim is available. However, another client is calling into the Parts Team. Now because Bob has the client muted Bob cannot answer the other incoming call.
