Firing screen pop from One-x Agent when call placed on-hold

[nallbu]

Hi

We have had a request from our client that they wish for One-x Agent to fire a screen pop application when a call is placed on hold and when a call is taken off hold.

Is this possible?

On the screen pop page in system settting, there only appear to be events for when a call is ringing, connected, answered, released or transferred.

We are using One-x Agent 2.5.20020.0

Thanks

Nick

[bsreddy]

Hi Nick,

I do not think this is possible at this time as the application does not provide "hold" as a trigger point. You can try a consultation ticket with Avaya backbone team. They might be able to give you more information.

Also, if this feature is not currently available, a GRIP request for an enhancement might be worth a thought.

Regards,
Sashi