Hi - Our customer has UCCX 10.6 with pure Finesse environment - they have concerns on the Finesse phonebook user interaction, i.e. the phonebook is only available when on an active call and the "consult" button is pressed. This does not actually place the caller on hold ready for transfer, but just presents the phonebook and can lead to "awkward silences" as the agent tries to access the relevant phonebook info.
Rather then provide a separate customized phonebook app are there any option to change this behavior?
Thanks in advance