Turn off second line? When an agent is already on the phone I'd like incoming calls to go to the next available agent.

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Answered
I would like to disable the second line on our agents' phones. I do not want the call queue to go to an agent who is already on the phone. At the moment, the calls will still ring when an agent is on a call. 
Photo of Bray


  • 110 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 1
Photo of Lee

Lee, Champion

  • 3,448 Points 3k badge 2x thumb

If you have call queues setup the call will not go to a person on a call it goes to the open extensions. There is actually a thread asking to have call waiting turned on for call queues. If you are using a ring group and not a call queue there is a thread here to vote on disabling call waiting on extensions.