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I would like to see second line available for support.
We currently have technicians level 1 cooperating with customers, but it would be amazing to have second line where customers can't reach technician directly, but only after they been patched through.
I think I',m not the only one which would like this feature.
You can create multiple groups for the phone channel and let the agents transfer call to the second tier. Essentially, the tier 1 and tier 2 would be on the same number but the calls always get routed to the tier 1 agents at the start.
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