Call Waiting allows a second incoming call to be presented to your extension while you are already on a call.

If callers are hearing voicemail, receiving an engaged tone, being redirected elsewhere, or your phone is not notifying you of additional calls, there are several settings that should be checked.

What Should Happen?

When Call Waiting is working correctly:

1. You are already on a call.
2. A second caller rings your extension.
3. Your phone displays an incoming call notification.
4. You can choose to:
   • Answer the second call.
   • Reject the second call.
   • Continue with your existing call.

If this is not happening, work through the checks below.

Check Whether Call Waiting Is Enabled

The most common cause is that Call Waiting has been disabled on the extension.

When Call Waiting is disabled:

• Additional callers may hear an engaged tone.
• Calls may be forwarded elsewhere.
• Calls may be sent directly to voicemail.

If you have access to the Agilico Connect Portal, verify that Call Waiting is enabled for the affected extension.

If you are unsure, contact your system administrator or Agilico Support.

Is Call Waiting Enabled in the Agilico Desktop Application?

If you are using the Agilico Desktop Application (softphone), Call Waiting must also be enabled within the application.

Even if Call Waiting is enabled on the extension, the desktop application may not present additional calls if the feature has been disabled within the client.

Check:

1. Open the Agilico Desktop Application.
2. Navigate to Settings.
3. Review the Call Waiting or Call Handling options.
4. Ensure Call Waiting is enabled.

If Call Waiting is disabled within the application, second calls may not be presented while you are already on a call.

Are You Using a Desk Phone or Softphone?

Behaviour can vary depending on which device is actively handling the call.

Examples include:

• Yealink desk phone
• Agilico Desktop Application
• Agilico Mobile Application

If your extension rings multiple devices, test whether Call Waiting is working on each device individually.

This can help determine whether the issue is device-specific or extension-related.

Check the Extension's Call Capacity

Each extension has a maximum number of simultaneous calls it can handle.

If the extension has reached its allocated call limit:

• New calls may not trigger Call Waiting.
• Calls may follow busy forwarding rules.
• Callers may be sent to voicemail or another destination.

Check Busy Forwarding Rules

Your extension may have been configured to take a different action when busy.

Common examples include:

• Forward to voicemail when busy.
• Forward to another extension when busy.
• Forward to a ring group when busy.
• Forward to an external number when busy.

If busy forwarding is configured, callers may be diverted instead of triggering Call Waiting.

Check Your Status

If your status is set to:

• Do Not Disturb (DND)
• Away
• Out of Office

Incoming calls may not behave as expected.

Verify that your current status allows calls to be presented to your extension.

Are Calls Coming Through a Queue?

Calls received via a Call Queue may behave differently from direct extension calls.

Depending on queue configuration:

• Calls may wait in the queue.
• Calls may be offered to another available user.
• Calls may not be delivered if you are already engaged on another call.

This behaviour may be intentional based on how the queue has been configured.

Have Any Recent Changes Been Made?

If Call Waiting was previously working, consider whether there have been any recent changes to your configuration.

Examples include:

• User profile changes
• Extension changes
• Call forwarding updates
• Queue configuration changes
• Device changes
• Softphone deployment or updates

If the issue started immediately after a change, please mention this when contacting support.

Perform a Test

To confirm whether Call Waiting is working:

1. Ask a colleague to call your extension.
2. Answer the call.
3. Ask a second colleague to call your extension while the first call remains active.
4. Observe what happens.

Make a note of:

• Whether a second call notification appears.
• What the second caller hears.
• Whether the call goes to voicemail.
• Whether the call is diverted elsewhere.

This information can help identify the cause of the issue more quickly.

Information to Provide to Agilico Support

If Call Waiting is still not working, please provide:

• Company name
• Affected extension number
• Whether the issue affects one user or multiple users
• Whether the issue occurs on:
  • Desk phone
  • Desktop application
  • Mobile application
  • All devices
• What the second caller hears
• Whether calls are being sent to voicemail
• Any recent changes that have been made

Expected Result

When Call Waiting is enabled and configured correctly:

• A second incoming call should be presented while you are already on a call.
• You should receive an audible and visual notification.
• The caller should continue to ring rather than immediately receiving an engaged tone or voicemail.
• You should be able to answer, reject or ignore the incoming call as required.