Support Center

Incoming Calls For Q Agents

Last Updated: Nov 01, 2016 05:00AM EDT

How to handle incoming calls from the queue when an agent is on a non-queue call.  The following are suggestions to help with this situation.

  1. Always pause yourself prior to making a non-queue call (Best Choice)

  2. Setup your Bria to Disable Call Waiting. With this on your bria will never notify you of a second incoming call

  3. The agent can just reject the call via the Bria

For the other direction if the agent is on a queue call and an extension or other call that is non-queue is place into the agent the best solution is to Disable Call Waiting on your Bria.

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