Learn how Call Waiting works in Shape Software, manage incoming calls while you’re already on the phone, and choose whether to hold, decline, or switch calls.
Call Waiting
Call Waiting allows you to manage incoming calls while you’re already on an active call.
Instead of automatically sending the second caller to voicemail or missing the call entirely, Shape notifies you of the incoming call and gives you several options for handling it.
This allows you to decide whether to continue your current conversation, answer the new call, or decline it based on your situation.
Call Waiting is supported on Shape’s native telephony and works with both the Webphone and Call Forwarding.
How Call Waiting Works
If you’re already on an active call and another call is routed to you, Shape displays the Call Waiting screen instead of immediately connecting the second caller.
You’ll hear your current conversation while deciding how to handle the incoming call.
You can then choose one of several actions based on your needs.
Your Call Waiting Options
Hold & Accept
This option places your current caller on hold while you answer the new incoming call.
The first caller hears Shape’s hold music and announcements while you speak with the second caller.
You can later return to the original call.
This is ideal when:
- The second call may be urgent.
- You need to briefly answer another customer.
- You’re expecting an important inbound transfer.
End & Accept
If your current conversation is complete, you can end the active call and immediately answer the incoming call.
This provides the fastest transition between conversations.
This is commonly used when:
- Finishing one customer conversation.
- Beginning the next scheduled conversation.
- Receiving an important inbound call.
Ignore
If you don’t wish to answer the second call, simply ignore it.
The incoming call continues following your organization’s configured Inbound Call Routing rules.
Depending on your routing configuration, the caller may:
- Ring another user.
- Continue through additional call flow rules.
- Route to AI.
- Go to voicemail.
Decline
Declining immediately rejects the incoming call.
What happens next depends entirely on your organization’s Inbound Call Routing configuration.
For example, the call may:
- Ring another user.
- Route to another department.
- Transfer to AI.
- Go to voicemail.
Common Use Cases
Call Waiting is especially useful for organizations that receive a high volume of inbound calls.
Mortgage
A borrower calls while you’re already discussing another loan.
Use Hold & Accept to answer the new borrower before returning to your original conversation.
Insurance
A policyholder calls while you’re assisting another customer.
Quickly determine whether the new call requires immediate attention before deciding which conversation to prioritize.
Sales Teams
Receive a live transfer from a lead provider while speaking with another prospect.
Answer the transferred lead without completely missing the opportunity.
Best Practices
- ✓Finish customer conversations whenever possible before answering another call.
- ✓Use Hold & Accept for brief interruptions.
- ✓Use End & Accept only when your current conversation has concluded.
- ✓Ensure your inbound routing includes fallback rules so ignored or declined calls continue to another destination rather than being missed.
- ✓Consider using AI Voice Agents or additional routing rules after hours or during periods of high call volume.
Frequently Asked Questions
Does Call Waiting work with the Webphone?+
Yes. Call Waiting is fully supported when using the Webphone.
Does Call Waiting work with Call Forwarding?+
Yes. Users who receive calls through Call Forwarding can also take advantage of Call Waiting.
Can I place my current caller on hold?+
Yes. Select Hold & Accept to place your current caller on hold while answering the new incoming call.
What happens if I ignore the second call?+
The incoming call continues following your organization’s configured Inbound Call Routing rules. Depending on your setup, the call may ring another user, continue through additional routing rules, transfer to AI, or go to voicemail.
What happens if I decline the call?+
Declining the call immediately rejects it from your device. The next action is determined by your Inbound Call Routing configuration.
Does Call Waiting work with transferred calls?+
Yes. Call Waiting works for standard inbound calls as well as transferred calls routed through Shape.
Can I answer more than two calls at once?+
No. Call Waiting allows you to manage one active conversation while deciding how to handle a new incoming call.
Does the caller know I’m already on another call?+
No. The caller simply experiences the routing behavior you’ve configured. If you choose Hold & Accept, your original caller hears Shape’s standard hold music and announcements while you answer the incoming call.