Help CenterIf you are having issues with secondary or multiple calls ringing to the operator when they are already currently on a call, there are two situations to investigate.
The first step is to ensure that your calls are coming into a call queue rather than a direct route or a ring group.
If you bring in directly, there is no call pacing, calls will ring as they come in.
Recommended Call Flow Configuration
Secondly, if you are already using a call queue, ensure that it is configured correctly.
By default, only one call is presented to an operator at a time from a call queue.
Other calls remain in the queue and are distributed to agents as they become available. (Operators who are not on a call).
