How to handle Phone calls as an agent in Cue

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.

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.

How to set yourself as active

1. Click your avatar in the bottom-left corner
2. Click Set yourself as active
   
   

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.

Making an outbound call

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 Voice 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 answer’s - 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 (beta)

You speak privately with the target agent first (a "consult call") before connecting the caller. The caller hears music during the consultation.

1. Click Transfer on the dialer widget
2. Select Warm transfer
3. Choose between the Agents or Teams tab
4. Search or browse for the target
5. Click Consult - a private call with the target agent begins while the caller is on hold
6. Once you have briefed the target agent, complete the handoff — the caller is connected to the target and you are disconnected

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), the call recording and a 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.