--- title: "Configure Voice Routing Settings" slug: "configure-voice-routing-settings-1" description: "Administrators can manage the time period between calls in two ways: after call work and time to route next call after declining. Learn more in Gladly Help Docs" updated: 2026-03-21T05:58:34Z published: 2026-03-21T05:58:34Z canonical: "help.gladly.com/configure-voice-routing-settings-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Configure Voice Routing Settings | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | It is crucial to maintain the right balance between allowing Agents enough time to gather themselves between calls and ensuring that there is no unnecessary idle time between Customers. Administrators can configure the time Agents have between calls or when they are routed another call upon declining a call. 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen. 2. Click **Settings**. 3. Under the **Agent Experience** category, click **Conversation Workflow**. 4. Find the **Voice**section and edit the following: - [**Auto-accept incoming calls**](/product-docs/docs/configure-voice-routing-settings-1#autoaccept-incoming-calls)**–** If checked, calls are automatically accepted without clicking **Accept** from the notification banner. - **Auto-accept call time limit (seconds) –** This setting is only visible if **Auto-accept incoming calls** is activated. Set the amount of time before an incoming call is automatically accepted. The countdown starts when the call is offered to an Agent. The default value is 10 seconds. - [**Decline calls**](/product-docs/docs/configure-voice-routing-settings-1#decline-calls-configuration) **–** If checked, Agents can accept or decline calls. If unchecked, the "Decline" option will be hidden. - [**After call work (seconds)**](/product-docs/docs/configure-voice-routing-settings-1#after-call-work-configuration)**–** Enter (in seconds) how soon another call is routed to an Agent after the previous call ends. - **Note –** Agents typically use this time to finish any outstanding work they have for the previous Customer (e.g., add a Note). Enter a duration that gives enough time for these after-call activities but not too much to allow idle activities. - [**Time before next call after declining (seconds)**](/product-docs/docs/configure-voice-routing-settings-1#time-to-route-the-next-call-after-a-call-is-declined-or-missed)**–** Enter (in seconds) how soon another call is routed to an Agent if they decline or miss a call. ## **Auto-accept incoming calls** By default, Agents must click **Accept** to take phone calls being routed to them. If **Auto-accept incoming calls** is activated, calls are automatically accepted without needing to click **Accept**. Agents can answer calls sooner by clicking **Auto-Accept** in the banner without waiting for the **Auto-accept call time limit** to expire. ![Incoming call notification from Julie Chang with auto-accept option displayed.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Auto-accept-banner-without-decline-1024x88.png) If [Decline Calls](https://help.gladly.com/docs/configure-voice-routing-settings/#decline-calls-configuration) is also activated, Agents can click **Decline** on the banner to stop the call from getting auto-accepted. They'll receive the next call based on the value set on [Time before next call after declining (seconds)](https://help.gladly.com/docs/configure-voice-routing-settings/#time-to-route-the-next-call-after-a-call-is-declined-or-missed). ![Incoming call notification from Julie Chang with options to decline or auto-accept.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Auto-accept-banner-without-decline.png-1024x87.png) > [!NOTE] > **Train your team before activating the feature** > > Before activating this feature, inform and train your team to avoid surprising them with calls that are suddenly accepted automatically. > [!CAUTION] > Auto-accept will not work if multiple browsers are open > > Auto-accept will not work properly if Gladly is running on multiple browsers. Please inform your team of this best practice when activating this feature for the first time. ## Decline Calls configuration By default, Agents are given the option "Accept" and "Decline" phone calls routed to them. ![Incoming call notification from Todd Cheng with options to accept or decline.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/phone Notification banner (2).png) You can configure the banner displayed only to show the "Accept" option and not "Decline." Note that with either setting, Agents can still miss a phone call if they don't accept or decline it within the [allotted time](https://help.gladly.com/docs/call-routing-timeout-settings/#h-how-long-a-call-is-offered-to-an-agent-before-it-s-routed-to-another-agent). ## After Call Work configuration By default, Gladly will wait 60 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your average Agents’ needs. > [!NOTE] > **'After call work' setting is not tied to Availability controls.** > > Unless Agents update their Availability by going unavailable for Voice, Agents will continue to receive calls once the "'after call work" time passed. Also, note that Active Status is not linked to Channel Availability and is used for reporting purposes only. ## Time to route the next call after a call is declined or missed By default, Gladly will wait 20 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your Agents’ needs.