As a customer service representative, it can be challenging to manage a high volume of calls while ensuring that each inquiry is addressed promptly and efficiently.
One potential solution to this issue is the ability to receive calls through call queues while already on a call. Unfortunately, this is currently only available for direct calls and not for those routed through call queues.
The inclusion of a toggle option within the call queue settings would allow users to receive incoming calls while already on an active call. The toggle could be aptly named "Allow Users to Accept Calls While on Another Call" or something to that effect.
With this option disabled, the system would operate as it currently does, with incoming queue calls not alerting and skipping past the user if they're already engaged in a call. However, with the option enabled, users would be able to seamlessly accept incoming calls even when they are already on an active call.