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How are calls added to the Call Queue in the Contact Center App?

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Updated on September 29, 2020 05:04AM by Admin

The Call Queue section of the Contact Center App lists the calls that are waiting in the queue for teams. A call gets added to the Call Queue when an agent from the team doesn’t answer the call within 20 seconds.

When a call is routed to a team member, the incoming call popup is displayed for the agent. Music is also played in the browser window where the call popup window is displayed for 20 seconds. After 20 seconds, music played in the browser window stops. But, the customers are still waiting for someone to pick up the call.


Incoming Call
  • Once the call window disappears, the agent can answer the call by navigating to Work Queue → Call Queue from the left navigation panel of the Contact Center App.
  • Until the call is answered by another agent from the team, the customer hears the waiting music.
Call Queue

  • If you are a superuser, you can view the call queue of all the teams in your business.
  • If you are a non-superuser, you can view only the call queue of your teams.
  • On clicking the Answer Call button, you can view the Call Window. The call will be connected based on the user incoming call Routing configuration in the Contact Center app → Settings → Agents.
  • If the Mobile option is selected, then the call will be connected via mobile phone. For the Mobile option, a call is made to the mobile phone of the agent. The agent has to choose his forwarding number from Settings >> Contact Center >> Agents menu. Once the agent attends the call on his mobile, he can start talking with the customer.
  • If the Computer option is selected, the call will be configured via Call Window. For computers, the browser will stream the call for the agent and the agent can also talk using a microphone connected to his PC/laptop.
  • Once the call is answered, the call moves from Call Queue to Live Calls.
Call Window

  • Here, you can also transfer the calls to a team, agent, or a phone number. Please do not refresh the screen while you are on a call. If not, the call will be disconnected.

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