The Call switching feature allows agents to switch from a current call to another incoming call to their direct lines (i.e. dedicated lines and extensions), while simultaneously ending the current call.
How it Works:
While the agent is on a call received in their dedicated number or extension, if another call comes in to the same number, this new call will show up on a Call queue listed in the top bar of the agent's Callbar:
While the call is showing up on the call queue, if voicemail is enabled for the account, the agent can decide either to accept the call, or send it to voicemail, by pressing the call recording icon instead:
The voicemail is then automatically assigned to the agent.
Note: Agents can also choose to play their own voicemail greeting by configuring custom settings for the dedicated number.
In case voicemail is disabled for the account, the agent can decide to reject the call instead.
If the agent clicks the reject button, the call is removed from the queue and the caller hears a message informing that the agent is not currently available:
If the agent clicks the accept button, the call in progress is terminated immediately. No disposition dialog is shown, no after call work is applied and the enqueued call is answered automatically: