Handle queue calls

When a queue call rings on your extension, the Drömlik App pops up with the caller's number, the queue name, and any CRM match.

Answering

• Click Answer — or pick up your desk phone.
• To decline, click Reject. Drömlik moves the call to the next agent.

During the call

• Hold — pauses the audio and plays music on hold to the caller.
• Transfer (blind) — hand the caller off without checking first.
• Transfer (attended) — call the colleague first, then complete the transfer once they've agreed.
• Conference — pull a third person in.
• Record — start a manual recording (if your role allows it).

After the call

You enter wrap-up. During wrap-up no new queue calls land on you. Use the time to log notes, set disposition codes, and update your CRM. When you're ready, click Done — or wait for wrap-up to time out.