How It Works
1. When you’re already on a call
If another call comes in on your direct line, you’ll see the incoming call notification.
You can choose to:
Answer the new call → your current call will automatically go on hold.
Decline the call → the call will follow the usual routing, either going to voicemail or being forwarded, depending on your chosen settings.
2. When you’re in pause or follow-up
If a call comes into your direct line, it will still ring.
You can:
Pick it up and start talking.
Let it ring → if unanswered, it will either go to voicemail or be forwarded, depending on your chosen settings.
What Stays the Same
The normal call flow is unchanged.
Calls you don’t answer will continue to go to voicemail or be forwarded, just as before.
Team call routing, pause, and follow-up statuses all still behave as expected.
Tips for Agents
Use this feature to quickly pick up important direct calls, even if you’re busy.
Remember you can always switch back and forth between active calls as needed.
If you prefer not to be interrupted, simply let the call follow its usual routing (voicemail or forwarding).