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Receiving Calls

How is it Initiated

When someone calls the number associated with your user account while you are logged in, then a pop up dialog will come up showing you the incoming call.


You can see the number associated with your account in the upper left of your screen next to your login name.


If you do not see a number there, then it will need to be added to your user account in the backend.


Note: If the number is setup in Twilio but not in the user profile, then when someone calls that number it will say that it is finding an agent and then the call just disconnects because it can’t find the matching user for that phone number.


For information on how to set it up click here.

Call Process

When there is an incoming call to your number while you are logged into the website, the below pop-up will display.

This shows the name of the person you are calling as well as their number.


If you click the Reject button, then the dialog will close and you force the call to go to voicemail. The caller will hear “Agent is busy, please leave a message.” The call will then appear on the Incoming Calls screen.


If you click Accept, then the call will continue and you will see the below popup.

The blue microphone icon will toggle muting your microphone.


You can end the call at any time by clicking the “Leave” button.


Whether the contact hangs up or you click the “Leave” button, the dialog will close and the call will show on the Incoming Call screen.

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