Note: Your CRM Admin will need to have Call Waiting enabled in order for you to use this feature.
If your company has enabled Call Waiting, you'll be able to accept incoming calls any time you're flagged as available, even if you're already on a call. If an inbound call presents to you while you're already on a call, you'll have three options:
End & Accept: Ends your current call and answers the incoming call.
Decline: Decline the incoming call and remain on your current call. The incoming call will serve to the next available agent.
Hold & Accept: Places your current call on hold and answers the incoming call.
When you complete a call but haven't selected a Disposition, it will appear in a new section: Calls to Disposition. Your completed calls will remain here until you select a Disposition, even if you end your dialing session. You can have up to two calls to disposition at a time, so if you have two, you'll need to disposition them before making or receiving another call. Notes for each call will remain associated with the correct call even if you switch between the two.