When you are available to answer calls, you will either be delivered calls automatically or be configured to pick up pending calls from the queue(s) to which you are assigned.
Click play to watch a video overview on answering a call.
Answering calls from a queue #
You can only pick up calls from a queue if you are not currently handling a call.
- On the sidebar menu, click Call Queues (
) - Select the relevant call queue from the dropdown list to see pending calls
- Click the appropriate call and Contact will attempt to match the call to a contact record
- To pick up the call, click the pick up button (
) - To answer the call, click the answer button (
) - To decline the call, click the decline button (
)
| Note: If you are configured to receive calls automatically, you do not need to pick up the call from the queue. See Having calls delivered to me automatically. |
WebRTC known behaviours #
WebRTC is the technology browsers use to handle calls and enable real-time communication between applications. WebRTC users may receive reports from contacts of audio issues during the first 5 seconds of a call whilst the Automatic Gain Control logic provided by the browser “warms up”/”settles down”. For example Firefox has sometimes made the WebRTC user very quiet for the first 5 seconds, and Chrome has sometimes made the WebRTC user loud for the first 5 seconds.
| Note: If you are experiencing issues receiving calls please refer to Troubleshooting issues with receiving calls to attempt and resolve the issue before contacting support. |