PBX Call Waiting: Manage Incoming Calls While You're Busy
PBX call waiting lets you know when another call arrives while you're already speaking to someone. Instead of automatically treating your extension as busy, a compatible telephone system can alert you to the second caller and let you decide how to handle both conversations.
What Is PBX Call Waiting?
Call waiting is a telephone feature that alerts a user when another incoming call arrives while their extension is already in use.
Depending on the PBX settings and phone capabilities, the user may hear a notification tone or see an incoming call alert on their screen. They can place their current caller on hold and answer the new call, or continue their existing conversation.
For businesses, call waiting offers greater flexibility in handling incoming calls, particularly when employees manage multiple enquiries throughout the day.
Important distinction: Call waiting doesn't automatically guarantee every call will be answered. The outcome depends on your phone, PBX configuration, simultaneous-call limits and the available call-handling options.
Why Use Call Waiting?
Call waiting helps businesses make better decisions about incoming calls without immediately disconnecting an existing conversation.
Know When Another Customer Calls
Receive an alert about a second incoming call while your current conversation continues.
Handle Important Enquiries
Decide whether the new caller requires immediate attention or whether to continue your existing conversation.
Switch Between Conversations
On supported devices, place one caller on hold while answering or returning to another call.
Use Compatible Business Devices
Call waiting can work with supported SIP desk phones, desktop softphones and mobile VoIP applications. Available controls vary by device.
How Does PBX Call Waiting Work?
When another call reaches your extension, the PBX and registered telephone determine whether the second call can be presented to you.
You're Already on a Call
An employee is speaking to an existing customer through their PBX extension.
A Second Call Arrives
Another person calls the same extension while the employee is still busy.
The Phone Displays an Alert
If call waiting is enabled and supported, the user may receive an audible or on-screen notification of the incoming call.
The Employee Chooses What to Do
The user can continue their first call or, where supported, place it on hold and answer the second caller.
Technical note: Call waiting differs from ring groups, call queues and call forwarding. Those features have their own rules for distributing or redirecting calls.
Call Waiting for a Busy Sales Team
Consider a salesperson handling customer enquiries through a hosted Cloud PBX.
A Second Customer Calls During an Active Conversation
A sales representative is discussing a quotation with an existing customer. While the conversation is ongoing, another potential client calls the representative's extension.
If their device supports it, the representative can temporarily place the original caller on hold, answer the second call and then return to the first conversation.
This provides an opportunity to respond to an urgent enquiry without immediately ending the original call.
Call Waiting vs Call Forwarding vs Call Transfer
These features serve different purposes, although they can work together in a business telephone environment.
Call Waiting
Alerts a user to another incoming call while they're already on the phone.
Call Forwarding
Automatically redirects incoming calls to another destination according to configured rules.
Call Transfer
Moves an active call from one employee or extension to another destination.
Time Conditions
Routes calls differently based on working hours, weekends or holidays.
Is Call Waiting Included in Your PBX Plan?
Call waiting is included as a feature of our hosted Cloud PBX service, subject to compatible devices and the configured calling environment.
Applicable VAT, outbound calls and any additional service charges will be confirmed in your quotation.
- Call waiting feature included.
- Compatible PBX extension configuration.
- Support for applicable call-handling features.
- Use with compatible desk phones and softphones.
- Other PBX features available according to your setup.
PBX Call Waiting FAQs
Common questions about managing multiple incoming calls on a business telephone system.
Can I disable call waiting on my extension?
Yes, where your PBX configuration allows it. An administrator can enable or disable the feature according to the organisation's call-handling policy.
Does call waiting work on mobile softphones?
It can work on compatible mobile VoIP applications. Support depends on the application, registration, operating system and PBX configuration.
Does call waiting cost extra?
The feature is included in the hosted PBX offering. Normal charges can still apply to outbound calls or other chargeable services.
What happens if I ignore the second call?
The outcome depends on your PBX routing rules. The call may continue ringing, follow a no-answer rule or reach voicemail where configured.
Can I speak to two callers at the same time?
Call waiting typically lets you alternate between separate conversations rather than speak to both simultaneously. A conference-call feature may allow multiple participants to join one conversation.
How is call waiting different from a call queue?
Call waiting presents another call to an already-busy extension. A call queue manages incoming callers and distributes them according to configured queue rules.
Can call waiting prevent every missed call?
No. It gives the user visibility of additional calls, but answering them still depends on staff availability and the configured telephone system.