When you're part of routing for a given number and marked available, you’ll receive incoming call notifications right in your workspace.

What Happens When a Call Comes In

• A call notification pop-up will appear.

• If the contact is already saved in the system, their name will be displayed.

• If the number is unknown, it will appear as-is, and you’ll have the option to create a new contact.

• If multiple contacts match the number, you’ll be prompted to select the correct one.

Incoming Call Notifications in Inactive Tabs

If you're on a non-active tab (i.e., the tab receiving the call is in the background), the system will show a visual alert on the browser tab to ensure you don't miss the call.

This draws your attention back to the call tab so you can respond promptly.

Call Controls

While handling the incoming call, you have the following options:

• Accept the call to connect with the customer.

• Reject the call if you’re unable to attend.

• Mute/Unmute yourself during the call as needed.

After Accepting the Call

Once connected:

• You’ll see a list of tickets associated with the contact. Additionally you will have the filter to see only open tickets or all tickets

• You can choose to:

• Associate the call with an existing ticket, or

• Create a new ticket for this conversation

Note: Logging the call to the appropriate ticket ensures it’s recorded with the right context for future reference.