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Agent Quick Start

Get started handling inbound calls as a DutyCall agent.

Your Role​

As an agent, you:

  • Handle inbound calls from the queue
  • Set your availability status
  • Complete wrap-up tasks after calls
  • View your call history

Getting Started​

1. Access the Queue Dashboard​

After logging in:

  1. Navigate to Queue Dashboard
  2. You'll see your availability status and waiting calls

2. Set Yourself Available​

Before receiving calls:

  1. Toggle your status to Available
  2. Your browser will initialize the Twilio device
  3. You'll start seeing calls in the queue

3. Accept Your First Call​

When a call arrives:

  1. Call appears in "Waiting Calls" list
  2. Click Accept Call
  3. Your browser dials into the queue
  4. You'll hear the caller when connected
  5. Badge shows "In-Progress" (green)

See Accepting Calls for details.

4. Handle the Call​

During the call:

  • Use call controls (Hold, Transfer, Mute - coming soon)
  • Click End Call when finished
  • OR let the caller hang up first

5. Complete Wrap-Up​

After either party hangs up:

  • Badge shows "Wrap-up" (purple)
  • Call UI stays visible
  • Add notes or update CRM
  • Click End Call to finish and return to available

See Wrap-Up Workflow for details.

Call Status Badges​

  • 🟡 Ringing (Yellow): Call connecting
  • 🟢 In-Progress (Green): Active conversation
  • 🟣 Wrap-up (Purple): Call ended, completing after-call work

Tips​

  • Always complete wrap-up before taking next call
  • Set yourself unavailable when on break
  • Use wrap-up time to add call notes (coming soon)

Troubleshooting​

See Agent Troubleshooting for common issues.