Call Waiting allows you to accept or decline inbound calls while currently on a call. When a Kixie user is on an active call and has call waiting enabled, they will be presented with an additional call header as shown at the top of the following image:

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In this image, the active call is shown at the bottom (under "Live") and the incoming call is shown at the top. The following actions can be done to handle an incoming call:

  • Send an SMS
  • End your current call and accept the incoming call
  • Hold your current call and accept the incoming call
  • Decline the incoming call

Enabling Call Waiting

A Manager in Kixie will be able to adjust the Call Waiting setting for Agents in the Kixie dashboard by taking the following steps:

Manager Access

  1. Login to your dashboard 
  2. Go to My Profile>Agent Settings>Edit>Edit All>Manage

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Enabling Call Waiting gives a Kixie user the option to multi-task and have visibility to all incoming calls to their direct Kixie number or if the user receives a call as a member of a Ring Group. However, Call Waiting will not present an option to answer the call for users in a Queue because the queue will only present an incoming call to a user whose status is "available".