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MBraun
Active Contributor

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 the line just keeps ringing after hitting reject no matter how many times it's pressed. We've compared it to other call queues and the settings look to be all the same on both. Any ideas what may cause this?

3 REPLIES 3
GlennD
GoTo Manager

Re: Call keeps ringing after being rejected within call queue

Hi @MBraun,

 

Since the Agent is in a meeting are they switching their status to Do not disturb? With Ring All Agents the call will ring for all agents that with an available status. 

 

Glenn is a member of the GoTo Community Care Team.

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MBraun
Active Contributor

Re: Call keeps ringing after being rejected within call queue

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
GoTo Manager

Re: Call keeps ringing after being rejected within call queue

@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.

 

Glenn is a member of the GoTo Community Care Team.

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