Accept and Decline Calls

When handling conversations from a queue, or receiving direct conversations, you see the caller's number and name (if available), or the queue name where the call came from, and the waiting time.

  1. To accept a call, click the green Accept button.

    For an incoming call: The information screen appears with the Recording, Join, Hold, Mute, and Hang Up buttons. The Join button is enabled only when there is a call on-hold and the consultation call active.

    For a campaign call: The preview screen appears with customer information. You can choose one of Exclude, Skip, and Call buttons. For more information, see Outbound Campaigns.

  2. To reject the call, click the red Decline button. The Conversations view closes, and a queue call is returned to the queue and a direct call is disconnected.