Forum Discussion

MBraun's avatar
MBraun
Active Contributor
2 years ago

Call keeps ringing after being rejected within call queue

User is a in call queue that rings all agents. When they receive a call but are in a meeting, they try to reject the call on the computer (Windows 10 Pro GoTo Web Client) so it stops ringing. However...
MBraun's avatar
MBraun
Active Contributor
2 years ago

They did not change the status to DND or Away. But when they forget to do this, they aren't able to reject a call even after that while in the meeting.

GlennD's avatar
GlennD
GoTo Manager
2 years ago

MBraun I apologize for my misunderstanding of the issue. Because they are in the call queue if they decline the call it may be served back to them almost immediately. DND status was the incorrect suggestion, what they need to do is open the Contact Center option in the app and select one of the Pause options or logout in order to stop the calls being served to them.