How incoming calls work

How Incoming Calls Work

When a customer clicks your 6X call link, a browser-based VoIP call is placed directly to your business line. No phone number is required on the customer side — it works from any device with a browser and microphone.

Call Flow

1. Customer clicks your call link (e.g. dial.6xcom.com/?call=+447936508801) or the call button on your website's live chat widget.
2. If your account has an active IVR with a greeting audio uploaded, the caller hears your menu and presses a key to be routed.
3. If no IVR is configured, the call goes directly to your ring group — all online agents ring simultaneously.
4. The first agent to answer takes the call. All other ringing phones stop immediately.
5. If a call queue is configured, the caller hears hold music and is connected to the next available agent in order.

Agent Requirements

• Must be logged into the Business Phone at dial.6xcom.com/agent.html, or an agent must have the Dialer tab open in the live chat widget's business hub.
• Must allow microphone access in the browser.
• A stable internet connection is recommended.
• The agent phone rings with an audio tone when a call comes in.

Reliability tip: the Business Phone (agent.html) stays registered to receive calls for as long as an agent is logged in there. The live chat widget's own Dialer tab only stays registered while that tab is actively open — closing it (or navigating away) means that agent stops being reachable for incoming calls until they reopen it. If you want to make sure visitor calls are never missed, keep at least one agent logged into the Business Phone rather than relying only on the widget's Dialer tab.

Visitor Experience

• The visitor hears a ringing tone while waiting for an agent to answer.
• Once connected, two-way audio begins immediately.
• The visitor can press DTMF keys to navigate an IVR menu if configured.

Making outbound calls too

The same agent interfaces that receive visitor calls — the Business Phone and the live chat widget's Dialer tab — can also place outbound calls to real phone numbers. On-net calls (to another 6X extension or business) are free; calls to outside phone numbers are billed from your wallet at retail per-minute rates. Receiving visitor calls costs nothing regardless of your wallet balance — only outbound calls to real numbers require credit. The two are independent: an agent can freely accept visitor calls with a $0 wallet balance, and only needs to top up when they want to dial out to a real phone number.