Receive calls: ringing and distribution to agents

📍 Where to find it: Inboxes → (your Voice inbox) → Call settings tab → Call distribution

When someone calls your number, a call card rings for your online agents. You choose whether the call rings for everyone or only for the assigned agent.

How it works

When a call arrives, Madyis Hub creates a conversation and shows an "incoming call" card with a ringtone. There are two modes: "Ring all agents" (all online agents are prompted, the first to pick up takes the call and the card disappears for the others) or "Automatic assignment" (the call only rings for the agent the conversation is assigned to).

Step by step

Open your Voice inbox in "Inboxes".
Go to the call settings tab.
Under "Call distribution", choose "Ring all agents" or "Automatic assignment".
Save. Make sure your agents are "Online" to receive calls.
When a call comes in, click the green button to answer, or red to decline.

Good to know

A call only rings for agents marked "Online".
In "Ring all agents" mode, the first to pick up wins the call; the others see their card disappear automatically.
Declining a call that was specifically directed to you (after a transfer) sends it back to the whole team instead of losing it.