How do I take calls?
Use the agent dashboard to engage in calls and view high-level call queue activity.
Before you begin: Enable the new
softphone experience on your account.
Note: The new softphone feature for Contact Center is being released in a phased rollout and may not be available on your account yet.
Once logged in, the system will automatically dispatch calls to you appropriately if you are assigned to multiple queue types. You won't need to choose the type of call you receive, nor the specific entry to return a call for if the auto-queue callback or campaign features are enabled.