Preferences

Assignment Parameters

This section allows you to define how the agents will handle simultaneous inbound calls.

• List of agents in your account: Enter the name of the agent(s) for whom you want to configure this capability.
• Variable in the flow context: Select an existing variable within the Studio flow’s context to identify the agents to be matched.

📘

Notes

• Call Waiting does not support External Devices - Agents with a configured SIP device or an external phone won’t be able to handle multiple direct calls.
• Call Waiting does not support Multiple Device Mode.
• Call Waiting does not support Agent Assist.
• Call Waiting does not support the configuration of post-call flows in Studio (ex. Feedback Surveys).
• Call Waiting does not support the configuration of manual outbound flows in Studio (ex. Compliance Call Recording).
• Call Waiting is not supported on Conversations Mobile app (only Call Switching).
• Call Waiting is not supported with Preview Dialer calls, as it is not possible to switch from a Dialer call to a call ringing on the agent's dedicated line.

Maximum Ringing Time

Define the maximum ringing time, in seconds, to the selected agent. You can specify a value between 30 and 600 seconds