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Incoming call handling when an agent is busy

When outbound dialing in preview / click to dial can the agent still receive inbound calls i.e. are they blended?

Yes, though the behavior is different based on different transfer mode. If it is a queued transfer and an agent is busy, the caller will hear on-hold music till the agent answers the phone. If it is a direct transfer, it will go to the agent’s voice mail.

The transfer mode is set when you create your incoming call app (auto attendant or IVR app)

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