How incoming calls work
Understand how customers reach you and how calls are routed to your agents.
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
- Customer clicks your call link (e.g.
dial.6xcom.com/?call=+447936508801) or a call button on your website's live chat widget. - If your account has an active IVR with a greeting audio uploaded, the caller hears your menu and presses a key to be routed.
- If no IVR is configured, the call goes directly to your ring group — all online agents ring simultaneously.
- The first agent to answer takes the call. All other ringing phones stop immediately.
- 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 6X Softphone at dial.6xcom.com/agent.html.
- 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 6X Softphone stays registered to receive calls for as long as an agent is logged in there. If you want to make sure visitor calls are never missed, keep at least one agent logged in.
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 6X Softphone that receives visitor calls 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.