Question

Does Voice support concurrent calls?

Answer

No, Voice doesn't support concurrent calls. By design, Voice operates on a strict system of a single-call capacity per agent. When an agent is on a call, the system skips them, routes new calls to the next available agent, or holds them in the main queue. Voice doesn't notify a busy agent of a waiting call.

As a workaround, reduce missed calls:

Route calls to an overflow number.
Set up an overflow number to route calls when your primary group of agents is busy and the voicemail is deactivated. This could be the number of an external support organization, or an on-call agent that you use outside of your normal business hours, or during holidays.

Improve the visibility of your agents over waiting calls.
In non-Enterprise plans, agents with Voice Admin or Team lead permissions can access the live calls dashboard to monitor incoming calls. To monitor calls on Enterprise plans and with custom roles, set the View Talk dashboard and Manage channels and extensions permissions.