Call Waiting
Handle multiple customers without missing opportunities
Call Waiting alerts agents to incoming calls while they are already on an active call, providing smart handling options to manage multiple customers effectively. Agents receive visual and audio notifications of waiting calls and can choose to put the current caller on hold, send the new call to voicemail, or transfer it to an available team member. This ensures no opportunity is missed while maintaining professional handling of every customer interaction.
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Key features of Call Waiting
Real-time notifications
Agents receive immediate visual and audio alerts when new calls arrive while they are already engaged.
Flexible handling options
Choose to answer, send to voicemail, or transfer to available colleagues without ending the current call.
Caller ID preview
See who is calling before deciding how to handle the incoming call.
Priority indicators
VIP customers or urgent calls can be flagged for special handling.
Hold capability
Put the current caller on hold to take the incoming call, then switch between calls as needed.
Queue visibility
See how many calls are waiting to make informed decisions about handling.
Automatic fallback
Configure what happens to waiting calls if not answered within a set time.
Performance tracking
Monitor how effectively your team manages multiple simultaneous calls.
Why choose Call Waiting
Call Waiting ensures high-value leads do not hang up just because your agents are busy. Instead of sending every additional caller to voicemail or losing them entirely, your team can juggle multiple customers professionally. This increases conversion rates, improves customer satisfaction, and maximizes the productivity of every agent. Smart handling options ensure each caller receives appropriate attention based on their priority and the current situation.
How to use Call Waiting
Enable Call Waiting in your account settings and configure notification preferences. When an agent is on a call and a new call arrives, they receive an alert with caller information. The agent can choose to put the current caller on brief hold to take the new call, transfer the new call to a colleague, or send it to voicemail. The system tracks all waiting calls to ensure nothing is missed.
Frequently asked questions about Call Waiting
How do agents know when a call is waiting?
Agents receive both visual and audio notifications showing caller ID and priority information.
Can agents ignore waiting calls?
Yes. Agents can choose to let waiting calls go to voicemail or be transferred automatically.
Can I set different priorities for different callers?
Yes. VIP customers or certain phone numbers can be flagged for priority handling.
What happens if an agent does not respond to a waiting call?
You can configure automatic fallback options such as voicemail or transfer to another agent.
Can agents switch between multiple calls?
Yes. Put one caller on hold to take another, then switch between them as needed.
Does Call Waiting work with the webphone?
Yes. Call Waiting works with both traditional phones and the browser-based webphone.
Can supervisors see waiting call activity?
Yes. Supervisors can monitor waiting calls and agent responses in real time.
Does Call Waiting affect call quality?
No. The system maintains full audio quality for all calls whether active or on hold.
Can I customize the waiting call notification sound?
Yes. Configure notification sounds and visual alerts to match your preferences.
How many calls can wait simultaneously?
The system supports multiple waiting calls per agent with clear queue visibility.
Implementation
Get Started in Minutes
Follow these simple steps to activate this powerful feature
Enable Call Waiting in your account settings
Configure notification preferences and priority rules
When a call arrives during an active call, review the alert
Choose to hold the current caller, send to voicemail, or transfer
Switch between calls as needed to serve all customers
Monitor waiting call metrics to optimize handling
Adjust settings based on team performance and customer needs
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