How to Retrieve Calls from the Call Queue

Module: Agent Application

Let's explore how to retrieve calls from the Call Queue in the VoiceStack agent application.

Retrieve Calls from the Queue

1. When you are already on a call, any additional inbound calls will appear as a Call Queue chip. The number displayed on the chip indicates how many calls are currently waiting in the queue.

Note: To route incoming calls to a queue, ensure that the Call Queue is enabled in the VoiceStack Admin App, agents are assigned to the queue, and the respective number is mapped to it. Proper queue strategy and limits (if required) should also be configured for smooth call distribution.

2. Click the queued call to retrieve it. A new call winlet will be displayed. Calls are retrieved in the order they were received, the caller who called first is connected first.

Note: You cannot pick up a new call when you are already on a call.

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