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• 5.19 • 5.2 • 5.3 • 5.8

Rejecting Calls

Why would agents reject a call?

Agents may reject a call if the phone is ringing and they do not have the bandwidth to accept the call (e.g., this is common for direct dials). Alternatively, agents might be logged out (i.e., with unregistered extensions), which would cause the agents not to answer.
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