When an agent is on the call, there arises the need to keep the prospect or customer on hold while talking with another agent. This could be to get more information or help from another agent. Parallel calling in the web application can help you achieve this.
To opt for parallel calling while on a call with a recipient,
Click the transfer icon
Click the ellipsis icon near the agent to transfer and choose Parallel Call
Click the Parallel Call button near a group while on the call with the recipient to transfer the call to a group.
The customer will now be on hold while the agent can talk to another agent.
Click the Resume button to talk to the customer.