When a call comes in, we try to ring all available agents. Agents can receive calls in the browser or in the mobile phone, so if agents have the external phone set we will send the call to it.
Agents can also customize when their external phone rings (for example, when available or during business hours) if given permission by an administrator, or this can be configured as an account preference. If no agents are available but they are busy taking calls, we send the call to the waiting queue. If a certain call has not been answered within the "Maximum Queue Time" it is sent to voicemail. Calls are also sent to voicemail if all agents are offline. The If-No-Answer phone number is a backup number that we call before the call goes to voicemail.