Managing more than one alert at a time is possible — and essential — for efficiently handling tasks across channels. Here's how the process works and what to expect when working with primary and secondary alerts.

You can have more than one active alert in the following situations:

1. Being automatically assigned a new alert:
   • An SMS message
   • A phone or virtual call (only if you're not already on a phone/virtual call)
2. Manually claiming an alert from the Next in Line queue
3. Starting a task from the Hub

Primary vs. Secondary Alert Behavior

• The Primary Alert (the alert already active when the second alert is beginning):
  • Will remain dialed in if on a phone call or virtual call
  • Appears active in the Active Comms panel (highlighted in color)
• The Secondary Alert(s) (any alerts taken after the first alert):
  • Will become in focus after being selected but will be on hold if it is an active phone or counter call.

Switching Between Alerts

To switch focus between alerts:

1. Go to the Active Comms panel
2. Click on the alert you want to bring into focus
3. The selected alert becomes the new primary alert
   • If it’s a phone call or virtual call:
     • the primary alert must be put on hold (if primary is a phone or virtual alert) to dial in
   • If it’s an SMS:
     • You can now respond to the pending message

Color Indicator: Focused Alert

• The alert currently in focus (being worked on) is highlighted in color. This helps see which interaction is actively being worked on.

  

  • Green Alert = interaction is active and has not ended

    

  • Dark Blue Alert = interaction has ended

  

⚠️ Important Tips

• Only one phone or virtual call can be active at a time — the system will require you place any active phone or virtual calls on hold before attempting to dial into a second one.
• Always monitor the Active Comms panel for new incoming alerts while working on SMS messages and tasks.