From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- 1 How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After-call Work
- How to Enter Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Pre-recorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- How to Collect a Voice Signature
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- How to Send Chat Messages
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- Handling Multiple Chat Sessions
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Your Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Compose a Reply
- How to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
Agent Guide
How to Reject an Incoming Call
Typically, you will indicate your temporary unavailability to receive service calls by changing your state to Not Ready while handling a previous interaction. However, if a call was delivered to your desktop before you had a chance to make yourself Not Ready, you have an option to reject this call.
To reject a call that is ringing at your desktop, click the Reject button in the call alert pop-up window.
- If this is a service call, it may be returned to the service queue to be answered by another agent.
- If this is an internal call, the calling party will get the busy tone indicating that you are unavailable at the moment.
After rejecting a service call, you will be automatically switched to the Not Ready state. You will receive a clear indication for the reason of being in the Not Ready state and you will have to make yourself Ready manually when you are ready to receive another call.
- Note: Rejected service calls will appear in your performance and activity reports.