Receiving Calls
How to receive, answer, and manage incoming calls in VoiceCenter.
Incoming calls reach you based on how your administrator has configured number routing, queues, ring groups, and IVR menus. This page explains what happens when a call arrives and how to handle it.
How Calls Reach You
Calls can be routed to your extension through several paths:
| Routing Method | How It Works |
|---|---|
| Direct to extension | A number is routed directly to your extension. You are the only person who rings. |
| Queue | The call enters a queue and is distributed to available agents based on the queue strategy (round-robin, longest-idle, simultaneous). |
| Ring group | Multiple extensions ring at once (or in sequence). The first agent to answer takes the call. |
| IVR transfer | A caller navigates an IVR menu and is transferred to your extension or queue. |
Answering a Call
Incoming call notification
When a call arrives, you see an incoming call notification in your browser. The notification shows the caller's number and name (if available from contacts).
Answer the call
Click the Answer button on the notification. The call connects and the timer starts.
Handle the call
Use the call controls (mute, hold, transfer) as needed during the conversation.
Browser notifications
For incoming call notifications to appear, make sure you have granted notification permissions to VoiceCenter in your browser settings. The VoiceCenter tab must remain open (it can be in the background).
Declining a Call
If you cannot take a call, click Decline on the incoming call notification. The call follows the configured fallback behavior:
- Queue calls -- The call returns to the queue and is offered to the next available agent.
- Ring group calls -- Other extensions in the group continue ringing.
- Direct calls -- The call goes to voicemail (if configured) or plays a busy signal.
Queue Calls
When you are a member of a queue, calls are delivered to you based on the queue's distribution strategy. Key behaviors:
| Behavior | Description |
|---|---|
| Estimated wait time | Callers may hear an estimated wait time announcement before being connected. |
| Queue position | Callers are told their position in the queue periodically. |
| Callback option | If enabled, callers can request a callback instead of waiting on hold. |
| Wrap-up time | After a queue call ends, you may have a configured wrap-up period before the next call is delivered. |
Staying available
Queue calls are only delivered to agents whose status shows as available. If you need a break, change your status so you are not offered new queue calls while unavailable.
Missed Calls
If you do not answer within the ring timeout:
- The call follows the configured overflow or fallback path.
- A missed call entry appears in your Call Logs.
- Your supervisor can see the missed call on the Team Monitor.
Review missed calls regularly and call back when appropriate, especially if no voicemail was left.
Voicemail
If voicemail is enabled on your extension, unanswered calls receive a voicemail greeting and can leave a message. Voicemail messages appear in your voicemail inbox and may also trigger a notification.
Call Information During a Call
While on an active call, you can see:
- Caller number and name (if matched from contacts)
- Call direction (inbound)
- Call duration timer
- Queue name (if the call came through a queue)