> ## Content Index > Fetch the complete content index at: https://help.cuedesk.com/llms.txt > Use this file to discover other available public pages before exploring further. # How to handle Phone calls as an agent in Cue - URL: https://help.cuedesk.com/how-to-handle-phone-calls-as-an-agent-in-cue/ - Published: 2026-09-17T19:38:57.000Z - Updated: 2026-11-06T13:40:34.000Z - Author: Rhett Trickett - Tags: Phone 🧪 *This feature is currently in beta and there may be updates as we continue improving.* As an agent, you make and receive phone calls directly in the Cue web app using a built-in dialer widget. This guide covers how to answer incoming calls, make outbound calls, use call controls, transfer calls, and manage your availability status. 💡 You need a computer with a microphone, a supported browser (Chrome, Firefox, Safari, or Edge), and an internet connection. The first time you receive a call, your browser will ask for microphone permission - you must allow this for calls to work. --- ## **Setting your availability** Your availability status controls whether you receive incoming calls. Only agents with an **Available** status are in the call routing pool. ### **How to set yourself as away** 1. Click your **avatar** in the bottom-left corner 2. Click **Set yourself as away** 3. Optionally add an emoji, a status note (e.g. "lunch"), and choose how long until the status auto-clears 4. Click **Save** While you are away, calls will skip you and route to the next available agent. ![](https://help.cuedesk.com/content/images/2026/10/how-to-handle-phone-calls-as-an-agent-in-cue-1.png) ### **How to set yourself as active** 1. Click your **avatar** in the bottom-left corner 2. Click **Set yourself as active** ![](https://help.cuedesk.com/content/images/2026/10/how-to-handle-phone-calls-as-an-agent-in-cue-2.png) You will immediately re-enter the call routing pool. --- ## **Receiving an incoming call** When a call comes in and you are next in the routing order, a notification appears on your screen with the caller's name or number. 1. Click **Answer** to accept the call - the dialer widget opens and you are connected to the caller 2. Click **Decline** to skip the call - it routes to the next available agent If you do not respond before the max ring time expires, the call automatically moves to the next agent. By default, this is 20 seconds, but your workspace admin may have set a different time. --- **Making an outbound call** 💡 Outbound calling is available to agents with the Outbound Agent, Supervisor, or Workspace Owner role. Standard Agent accounts cannot make outbound calls. 1. Click the **phone icon** in the top-right of the Calls tab to open the dialer widget 2. Enter the contact name or phone number by typing/pasting 3. If your workspace has multiple Phone numbers, select which number to call from using the source number dropdown 4. Click the **call button** to initiate the call You can also start a call from a contact card by clicking the phone icon next to their number. --- **Call controls during a call** While on an active call (inbound or outbound), the dialer widget shows the caller's number, a connection status indicator, a live duration timer, and three control buttons: - **Mute** — toggles your microphone on and off. The caller cannot hear you while muted. A visual indicator shows when mute is active. - **Hold** — places the caller on hold. They hear hold music while you are muted automatically. A hold timer appears. Click again to resume the call. - **Transfer** — opens the transfer panel to hand the call to another agent or team. See the next section. To end the call, click **End Call** at the bottom of the widget. --- **Transferring a call** During an active call, you can transfer the caller to another agent or a team. Click **Transfer** on the dialer widget to open the transfer panel. ### **Cold transfer** The call is handed over immediately once the receiving agent answers - you are disconnected and the caller is connected to the target agent or team. 1. Click **Transfer** on the dialer widget 2. Select **Cold transfer** 3. Choose between the **Agents** or **Teams** tab 4. Search or browse for the target. Each agent shows their availability status; each team shows how many agents are available 5. Click **Transfer** to complete the handoff ### Warm transfer *(coming soon)* You speak privately with the target agent first (a "consult call") before connecting the caller. The caller hears music during the consultation. If you change your mind during the consult, click **Cancel** to end the consult and return to the original caller. --- **After the call** When a call ends, it automatically appears in your inbox under the **Calls** tab, when filtering by **“Closed”**. The call detail view shows metadata (direction, duration, outcome, participants), and if call recording is on for the channel, the recording and transcript. --- ## Frequently asked questions **My browser is not asking for microphone permission. What should I do?** Check your browser settings. In Chrome, click the lock icon in the address bar, then make sure Microphone is set to "Allow" for app.cuedesk.com. In other browsers, look for site permissions in the address bar or browser settings. **I am set to Available but I am not receiving calls. Why?** Check that your browser has microphone permission enabled, that you are logged in to Cue. If you missed 3 consecutive calls, you may have been auto-set to Away - check your status. **Can I transfer to an external phone number?** Not currently. Transfers are limited to agents and teams within your workspace. **Can I change my audio input or output device?** Yes. You can select your microphone, speaker, and ringtone device from the audio settings. Changes apply to the current session. **What does the green audio indicator on the dialer mean?** The green indicator shows that audio is flowing - your connection to the call is active. If it stops moving, there may be a network or audio issue.