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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.

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