Agents are taking care of multiple channels. They need to be signaled if there is a new incoming call.
At the moment they have to wear the headset all time because they can hear just in the headset if a customer is calling.
I have tested once the call solution from aircall. Aircall is able to signal an inbound call in the headset and on the computer speakers at the same time even when the headset is plugged in.
This is how our agents would like to be signaled.
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