Working with Calls in Progress

By minimizing incoming calls and calls in progress, you have the freedom to check call history, messages, and other app screens while in an active call, or with a dialer active. You can also complete other tasks on the app before needing to respond to an incoming call.

When you receive notification of an incoming call, you can continue your current tasks without needing to decline the call, and answer the inbound call when you're ready. The calling bar will show any active call which was in progress of being dialed.

Selecting the calling bar will take you back to the dialer. Accepting the incoming call will cancel any outbound calls that were in the process of dialing but not connected.

This configuration allows teams to make and prepare outbound calls in between receiving inbound ones, maximizing the productivity of available agents. However, only one active call can take place at a time. If you chose to execute an outbound call while an inbound one is ringing, the inbound call will be declined.

The ability to minimize the calling screen during an active call allows you to gather more context about a caller beyond what is shown in call details. You can search call history and see a more comprehensive view of a caller’s integration data while the customer is still on the line.

You can also multitask by preparing context for your next outbound call while finishing with a customer still on the line. As we do not support two active calls happening at once, you will not be able to actually dial a new outbound call while an active call is still in progress.

You can always return to your in-progress call by selecting the calling bar at the top of the screen.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!