How to Configure Call Waiting in the VoiceStack Admin App

Module: Admin App

Let's learn how to configure Call Waiting in the VoiceStack Admin App.

Step 1: Enable Call Waiting

1. Go to Configuration > Calls > Additional Options.

2. In the Call Waiting Settings section, enable any one of the following options:

• Disabled: Call waiting is disabled for all agents/devices.
• Enabled: Call waiting is enabled for all agents/devices across the practice.
• Based on Agent/Device Settings: Call waiting can be configured individually for each agent/device.

3. Click Save Changes.

Note: The Call Waiting feature is only applicable for deskphones.

Step 2: Configure Call Waiting Settings

If you have selected call waiting for the agent/device in Call Waiting Settings, follow step A or step B according to your requirement. 

A. Based on Agent

1. Go to Configuration > Calls > Agent.

2. Click Configure next to the agent for whom you want to enable Call Waiting.

2. Specify the following mandatory fields (*) to set up call waiting configuration:

• Device Type: Deskphone.
• Device: Select a deskphone device from the dropdown.
• Active Device: Deskphone.

3. Enable the Call Waiting toggle. 

4. Click Update to save the changes. 

Note:

• An extension is mandatory for choosing the The |Deskhone checkbox option in Device Settings (Device Type). 
• The Call Waiting toggle is displayed only when the Device Type (In Device Settings) is selected as Deskphone. 
• In the Additional Options screen, Set Call Waiting Configuration is selected as ‘Agent/Device’ to configure call waiting in the Devices screen.
• You can also configure Call Waiting for an agent while creating an agent. 

To learn how to set up an agent in the admin app, click here.

B. Based on Device Settings

1. Go to Configuration > Calls > Devices.

2. Find the device name that you want to enable Call Waiting and click Configure next to it.

Tip: Make sure that the Device Status is Active before configuring.

3. In the Update Device window, enable the Call Waiting toggle option. 

4. Click Update to save the changes. 

Note: Ensure the device is not assigned to an agent before enabling Call Waiting. This feature is supported only for common area devices.

You can also configure call waiting while creating a device.

Note:

• In the Additional Options screen, Set Call Waiting Configuration is selected as ‘Agent/Device’ to configure call waiting in the Devices screen.
• You can also configure Call Waiting for the device while setting up a new device.

To learn how to set up a device in the Admin App, click here. 

Understand more about Call Waiting through this article: Call Handling Features in VoiceStack.

Support

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