Agent Rejecting a Queue call behavior

[cjsmith87]

If a user Rejects a call from a Queue, it just rings again imediatly!? If they choose divert to voicemail, it diverts to the users voicemail, NOT the mailbox we have configured for that queue. Is there anyway to change this? If a user Declines a call, it should remove the agent from the queue so that someone else will pick it up. If they press divert to voicemail, it should divert to the mailbox for that queue

 

[JohnS_3CX]

Hi,

Queue agents will get polled according to the polling strategy and until the call is served or reaches the destination if no answer timeout.

The queue is not designed with agents rejecting the call in mind. If they send the call to their voicemail, the call is considered answered since they pickup the call and then divert to their personal mailbox effectively.

 

[cjsmith87]

Thanks John,

I am aware of how it works currently, I am hoping to be able to change this behavior some how

 

[JohnS_3CX]

Unfortunately no, it is not possible. The agent must log out of their queue if they do not want to receive calls (with the Q button in the windows/web client), and then reject the call so it will move on.

It will reach destination if no answer when the timer expires in case other agents are busy.