Suggested by Carrie Mantione – New
When an agent is on a call and attempts to conference in another caller, if the other caller does not answer the phone and the agent disconnects, the first caller is automatically put on hold. When the agent tries to then conference in another caller, the agent gets a "Consult Failed - Exception.." error message because the first caller needs to be taken off hold first. This error message is not sufficient in giving the agent enough information to know what needs to be done in order to complete the action. The error message should clearly state "Please take the caller off hold before conferencing in another caller".