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)