Note: On February 21, 2022, we announced the End of Life of the Main Dialer (sometimes also referred to as “Keypad”).
Conversations is replacing the Main Dialer. The features described below will soon be available in Conversations.
For additional information, please reach out to your Customer Success Manager.
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 call appears in the agent's call queue. While the call is showing up on the call queue, 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 (the browser may still request permission to use the microphone).
The call switch feature only works with phones that are listed in the Numbers tab of the agent’s Settings.