After logging in to the agent interface
, you’ll find the offhook session toggle in the My calls
page, labeled either with Disconnected
. Once you go offhook, it tells the system you’re ready to take/make calls.
If you leave the Auto-answer calls box unselected in the login screen, you will notice that the offhook toggle is set to Disconnected initially. If you look at your agent state at the upper right corner, it may be set to Available, but since you’re offhook, you’re unable to receive calls. In this scenario, you would need to go offhook before you can accept incoming calls. We will discuss how to do that below.