Enquiry Calls
During certain calls, such as inbound calls to operator queues, the recipient operator may have the option to put the caller on hold. For the duration of this hold, the operator is able to speak to a third party, such as a supervisor, to gather additional information they can use to resolve the caller's enquiry. The conversation that occurs between the operator and the third party is known as an Enquiry Call.
If elective call recording is enabled for the service that receives the initial call, the operator can start recording the audio of the call after placing the caller on hold.
The ability to make enquiry calls is enabled on a per-queue basis. The cost of using enquiry calls is determined by the tariff associated with the corresponding service.
Before enquiry calls can be used for a queue, the mid-call menu must be enabled for the relevant service.