Hi @Kevin Still
Please check if you meet these requirements below when creating call queue in your organization:
Based on my knowledge, Agents who receive calls from the call queues must be Enterprise Voice enabled online or on-premise users. In addition, if the call queues are using Direct Routing numbers, agents who need to conference or transfer calls also require:
- An online voice routing policy assigned if the call queue uses transfer mode
- An Audio Conferencing license or online voice routing policy assigned if the call queue uses conference mode
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