If you want to open/create a contact automatically when the agent answers a call you will need to create a trigger.


Go to Tool > Triggers



Press the plus sign in the lower right corner to create a new trigger, give it a name and a description. In this case choose "Voice" as the channel and turn the status to ON




Add a condition by pressing the small plus sign under "Meet all these conditions"


First choose the queue that you want the trigger to active on. 



Then add another condition by pressing the small plus sign under "Meet all these conditions"

And configure it as the picture to trigger when the call is answered by the agent.




Then scroll down to the Actions window and press the small plus sign.




Choose "Contact Manager"

Then choose the list that you want the contact to open from.

And then choose "yes" in "create contact automatically" to create a new contact if the system can't find a match in the list.




Your trigger should look like this.

Then press save in the top right corner and you are done.