If the customer wants to talk to another agent and not the assigned agent then, he/ she can do so by Comma Dialing.
The procedure for Comma Dialing is as follows:
Dial the business’s phone number and add a comma after it.
Then add the extension number of the agent who you want to talk to. This will route the call directly to the agent whose extension number you dialled.
Note: This feature needs to be enabled from the web panel otherwise, Comma Dialing won’t work.