Understanding Call Handling Features in VoiceStack

This article introduces you to different types of call handling features in VoiceStack. 

In this article:

• Call Waiting
• Call Whisper
• Hotdesking
• Sound Clips
• Location Mode

Call Waiting ▶

Call Waiting is a feature that allows calls to be held in a queue when an agent or device is already on an active call. The system can notify the agent or device of an incoming call while they are engaged. This enables them to manage multiple calls effectively.

By making Call Waiting configurable at the device or user level, administrators can enable or disable the feature for specific devices or users. 

To learn how to configure call waiting in VoiceStack, click here.

Use Cases 

Scenario	Action
High-Volume Call Centers	Agents can handle multiple incoming calls without missing them, ensuring no lead request is lost.
Remote or Hybrid Teams	For agents working remotely, call waiting effectively manages peak-time traffic when staffing may be limited.
Executive Assistants or Front Desk Staff	Ideal for roles where users must juggle multiple incoming calls and route them accordingly.
After-Hours or Emergency Support Lines	Enables on-call staff to receive urgent follow-ups while already assisting another customer.

Tips

• Train Agents to Prioritise
  Educate agents on when to hold or transfer calls, especially in support scenarios requiring triage.
• Enable Call Waiting Selectively
  Use the Agent/Device-level configuration to enable Call Waiting only where it’s most needed, avoiding overload for newer or low-volume agents.
• Use Call Queues with Call Waiting
  Pair with queue configurations so that if an agent can't take the call, it’s rerouted rather than dropped.
• Monitor Call Waiting Metrics
  Use analytics to track average wait times, dropped calls, and agent responsiveness to optimise configuration.
• Update Status Promptly
  Encourage agents to update their availability status to prevent missed or stacked calls unnecessarily.

Benefits

• Improved Call Handling Efficiency
  Agents can address more calls per shift, reducing response time and boosting productivity.
• Reduced Missed Calls
  Incoming calls aren’t lost just because the agent is currently unavailable, but the agents get notified and can respond as soon as possible.
• Better Customer Experience
  Callers are less likely to encounter voicemail or dead ends, knowing someone will respond soon.
• Cost Savings
  Fewer missed calls result in fewer follow-ups and escalations, reducing operational overhead.

Example

An agent is on a billing support call. While speaking, a new call for the “New Patient Line” arrives. The system alerts them with a whisper tone. The agent can choose to complete the current call or switch—ensuring no lead is missed.

Call Whisper ▶

Call Whisper is a telephony feature that plays a short, private audio message to an agent before they answer an incoming call. This message provides context about the call, such as its source, purpose, or campaign, without the caller hearing it.

While the caller hears the standard ringing tone, the agent hears the whisper message, helping them prepare for the conversation in advance.

To learn how to set up a Call Whisper for an agent, check out this article. 

Use Cases

• Call Center Context: Let agents know if the call is from Billing, Appointments, or Emergency.
• Multi-location Practices: Inform agents of the location (e.g., “Downtown Dental Line”).
• Priority Routing: Help agents prepare for VIP or escalated calls.
• Campaigns: Tag calls related to marketing or follow-up campaigns.

Benefits

• Improved Agent Preparedness
  Agents gain immediate context without asking the caller unnecessary questions.
• Silent to Callers
  Callers only hear the normal ringing tone—no interruption to their experience.
• Reduces Handling Time
  Prepared agents respond faster and more accurately.
• Higher Conversion & Satisfaction
  Targeted responses boost caller satisfaction and conversion rates.

Tips

• Keep whisper audio short and clear (ideally 3–4 seconds).
• Use meaningful labels in file names like appointment_reminder_clip.mp3.
• Test sound clarity before assigning to avoid agent confusion.
• Match whisper messages with Phone Tree flows for consistent logic.

Best Practices

• Use Whisper for priority-based routing to front-line agents.
• Train agents on what each whisper means and how to respond accordingly.
• Periodically audit and remove outdated or unused whisper clips.
• Regularly update clips to match new workflows or campaigns.

Example

A whisper might say, “New Patient Appointment Line” or “Billing Department Call,” letting the agent know what the call is about before speaking to the caller.

Hotdesking ▶

Hot desking is a feature that allows multiple agents to share a single physical desk phone, rather than assigning a dedicated device to each user. It enables agents to log in to any available desk phone with their credentials and access their personalised settings, including extension number and voicemail. This is useful for businesses with rotating shifts, remote workers, or flexible workspaces. When an agent logs in, the desk phone temporarily adopts their profile, ensuring seamless communication. Once they log out, the device becomes available for the next user. Hot desking improves efficiency, reduces hardware costs, and optimises workspace usage.

To learn how to use and manage Hot Desking, check out this article.

Use Cases

1. Rotating Shift Teams
   Ideal for teams working in different shifts, enabling multiple agents to use the same desk phone across time slots.
2. Shared Workspaces 
   In co-working spaces, hot desking reduces hardware requirements and enables agents to move freely between desks.
3. Emergency Handling
   During emergencies or peak demand, temporary setups with hot desking offer quick scaling without the need for permanent infrastructure.
4. Training and Temporary Staff
   Temporary or training staff can be accommodated easily without assigning permanent desk phones.

Tips

• Label Phones Clearly
  Label shared phones with location IDs to help agents easily identify and log in to available devices.
• Train Agents on the Login Process
  The agents must be given adequate direction on the process of logging in and out.
• Monitor Usage
  Regularly review usage patterns to identify which devices are commonly used and optimise placement.

Benefits

• Better Space Utilisation: Reduces unused desks and optimises office space, especially in hybrid work environments.
• Cost Savings: Lowers real estate, electricity, and maintenance costs by minimising underutilised workstations.
• Increased Collaboration: Encourages employees to sit with different teams, improving cross-functional communication and teamwork.
• Greater Flexibility: Supports hybrid and remote work models by allowing employees to book desks only when needed.

Best Practices

1. Standardise Device Setup
   Use consistent provisioning profiles across hot-desking devices to streamline setup and minimise errors.
2. Keep Agent Info Up to Date
   The agent profiles need to be reviewed and updated regularly, especially for team members who frequently change shifts or locations.
3. Use Analytics to Optimise
   Monitor device login logs to understand usage trends and redistribute desk phones if needed.
4. Establish Logout Protocols
   All agents must log out at the end of their shift to avoid confusion for the next user.
5. Minimise Downtime with Remote Support
   Provide remote troubleshooting tools and quick reference guides near desk phones to ensure the timely resolution of basic issues.

Sound Clips ▶

The Sound Clips module lets users upload, manage, and organise audio files (MP3 or WAV) for telephony functions such as IVR (Interactive Voice Response) menus, on-hold greetings, voicemail messages, and closure announcements.

Proper management of these clips ensures consistent branding, professional caller experience, and easier updates during holidays or special campaigns.

To learn how to configure Sound Clips, check out this article.

Use Cases

SL NO	Scenario:	Application:
1.	IVR Menu A dental clinic wants to guide callers efficiently using voice prompts.	Admins upload professionally recorded audio files to create IVR menus and greeting messages (e.g., “Press 1 for Appointments, Press 2 for Billing”). Improves caller experience, reduces confusion, and enhances the clinic’s professional image.
2.	Welcome or On-Hold Messages Callers are placed on hold during peak hours or while waiting to be connected to an agent.	Admins can upload pre-recorded welcome greetings or music clips to play during hold time. These can include friendly introductions, service information, or calming background music. Reduces perceived wait time and creates a professional first impression for the practice.
3.	Voicemail Greetings Calls go unanswered outside office hours or when all agents are busy.	Upload custom voicemail greetings for different departments or users, such as “You’ve reached our billing department. Please leave your name, number, and a short message.” Ensures callers receive clear instructions and a courteous response even when live support isn’t available, improving follow-up efficiency.
4.	Missed Call Response When a call is missed, the system needs to automatically inform the caller and prompt them to leave a message.	Upload a missed call message clip, such as “We’re sorry we missed your call. Please leave a message after the tone,” and link it to the missed call workflow. Prevents silent call drops, reassures the caller, and encourages them to provide details for callback, reducing potential lost leads.
5.	Multi-Language Support A practice receives calls from patients who speak different languages or dialects.	Upload multiple versions of the same clip in different languages and configure playback based on caller demographics or phone number region. Improves accessibility and enhances patient satisfaction for diverse caller bases.
6.	Holiday or Closure Announcements The clinic is closed for holidays, maintenance, or staff training sessions.	Temporarily replace regular greeting clips with closure announcements like “We are closed today for Christmas. We will reopen tomorrow at 9 AM. Keeps callers informed of availability changes, prevents confusion, and maintains professionalism even during closures.

Best Practices

• Use Consistent Voice Talent: Maintain a recognisable and friendly tone.
• Keep Clips Short: Long or complex prompts can frustrate callers.
• Test Audio Levels: Ensure clarity and balanced volume before publishing.
• Follow Naming Conventions: Use clear clip names for easy identification.
  • Example – IVR_MainMenu.mp3, Greeting_Holiday2025.wav.
• Backup Originals: Store WAV masters in a shared location for easy re-upload.

Benefits

• Professional Branding: High-quality voice clips project a polished image.
• Efficiency: Automated greetings and menus save staff time.
• Consistency: Centralised clip management ensures uniform tone and messaging.
• Flexibility: Update or replace clips anytime for campaigns or schedule changes.

FAQs / Troubleshooting

Q: I uploaded a sound clip, but it isn’t playing in the IVR menu.
A: Check that the file format is MP3 or WAV and that it has been correctly linked in the IVR configuration.

Q: Can I upload clips larger than 10 MB?
A: Large files may fail to upload. Compress or trim the audio to meet the recommended file size.

Q: My sound clip appears twice in the list.
A: This can happen if the same file name was uploaded twice. Delete the duplicate entry.

Limitations / Edge Cases

• Only MP3 and WAV formats are supported.
• Uploading may fail for files exceeding the size limit.
• Agents cannot access or modify sound clips.
• Editing or deleting clips currently in use within IVR may cause temporary playback issues.

Location Mode ▶

Location Mode allows you to quickly control how incoming calls are routed for an entire location without changing agent availability, schedules, or phone tree configurations. It’s designed to help you handle unexpected situations with minimal effort.

Learn how to configure location mode from this article. 

Benefits

• Ensures uninterrupted call handling during short-term disruptions.
• Control call routing at the location level
• Choose which devices receive calls
• Redirect calls to a PhoneTree, if needed
• Restore the original routing when turned off
• Enable and disable instantly

Use Cases

• Temporary Closure During Business Hours

  When a location must close suddenly due to equipment issues or staff shortages, redirect calls to another location or a PhoneTree.

• Staff Training or Internal Meetings

  Enable Location Mode to redirect calls to a backup destination (e.g., call center or another location), ensuring uninterrupted call handling.

• Unplanned Holidays

  When closures are not preconfigured in the system, activate Location Mode instead of modifying business hours or holiday settings.

• Device-Specific Call Routing

  When only certain devices (e.g., desk phones) should receive calls, configure Location Mode to restrict routing to selected device types.

Who Can Use It?

• Admins and Super Admins can create, edit, activate, and delete Location Modes.
• Desk phone agents (e.g., front-desk staff) can activate or deactivate modes using configured buttons.
• Location Mode settings are not available in the Agent App.

Best Practices

• Assign a separate PhoneTree for each location

  This prevents call routing conflicts when Location Mode is active.

• Use clear naming conventions

  For example: “Lunch Break Mode”, “Emergency Closure”.

• Test configurations before use

  Place a test call to confirm correct routing.

• Define a backup destination

  Always ensure calls are redirected to a valid PhoneTree or device.

• Monitor active modes

  Check call handling during activation to avoid missed calls.

Support

Need further help? Contact [e-mail] or call [phone].