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Plivo Browser SDK Adds Support for Multiple Incoming calls

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Today, we are happy to announce the latest release (v2.1) of our Plivo Browser SDK includes support for handling multiple incoming calls. This is designed to enable effective control of calls arriving on agent endpoints, while they are talking to other customers. The ability to handle multiple incoming calls helps agents manage and answer calls based on priority, caller ID, and context - thereby improving overall customer experience.

As part of this new version, we are introducing an all-new call management mode, which when enabled, ensures incoming calls are never silently rejected. Instead, the agent is presented with the option to either accept, reject or ignore the incoming call, thus ensuring better call management.

Activating the Multiple Incoming Call Mode

The system behaviour today is set up in such a way that incoming calls will be silently rejected if the endpoint is found engaged in another call. Now, we are introducing a new configuration parameter - allowMultipleIncomingCalls. Customers must set this parameter to “true” at the time of initializing the SDK to enable multiple incoming calls. (Note: The default value is set to false to be consistent with the existing behaviour)

There are two scenarios call center agents may face when the multiple incoming call feature is set to ‘true’:

Scenario 1: Agent is already on a call

Scenario 2: Agent available, but multiple calls are ringing simultaneously

To activate multiple incoming calls, simply initialize the SDK with the allowMultipleIncomingCalls parameter set to ‘true’.

const options = { allowMultipleIncomingCalls: true };
const plivoBrowserSdk = new window.Plivo(options);

To accept incoming calls, the following code can be used:

plivoWebSdk.client.on('onIncomingCall', (callerId, extraHeaders, callInfo) =>

plivoWebSdk.client.answer(callInfo.callUUID)

To reject incoming calls, the following code can be used:

plivoWebSdk.client.reject(callInfo.callUUID)

Ignoring Incoming Calls

The new ignore(callUUID) function, when invoked on a ringing call, stops the incoming ring sound and sets the local call state to ‘ignored’. However, the hangup message is not sent to the remote party and the call continues to ring for the caller.

To ignore an incoming call:

plivoWebSdk.client.ignore(callInfo.callUUID)

For more information, refer our documentation guide for enabling and handling multiple incoming calls. Go ahead and give this feature a try and let us know your use cases in the comments section.

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