Where do I find ongoing calls and calls in line?

  • If you're in the Call tab you can see calls that are in line on the list to the left:

    lista.png

    By clicking the three small dots next to the phone number, you can claim the call or remove it. If you click Remove call the person won't come through, and if you select Claim call you will claim the call so that the phone call will be yours to answer.

    claim and remove.png

    If an agent has an ongoing call, you see a yellow box with the number in it, in the dashboard under Agents:

    ongoing call.png

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