From Bright Pattern Documentation
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.