If personal queues are enabled and configured for your account, you have a personal queue. Your personal queue contains interactions that NewVoiceMedia Vonage Contact Center has routed to you individually, rather than to a group of agents. For information about personal queues in ContactPad, see Personal queues in ContactPad.
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When a call arrives in your personal queue, if you are unable to handle the call and if enabled for your account, you can decline the call. If enabled, the a Decline 
Image Added button appears alongside the personal call.
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If the no Decline Image Added button does not appearappears, you must configure an Agent Decline Breakout. For information about configuring an Agent Decline Breakout, see see Setting up personal queues. |
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| To decline the call, click the Decline. After you click Decline, click Confirm to confirm the action.When you confirm that you want to Image Added button. When you decline the call, NewVoiceMedia Vonage Contact Center routes the call as configured for your account, for example, to a VoiceMail applet. |
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