The voice maximum capacity is set to 2. What happens when an agent is on a call and a second call comes in?

Setting the voice maximum capacity higher than one is not a best practice, but is a requirement for some organizations. In that scenario, if an agent is already on a call and another call comes in, then the agent receives a pop notification alert and has time to notify the first caller that they must hold. When the agent answers the second call, Genesys Cloud automatically puts the first call on hold.