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, a Decline button appears alongside the personal call.
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If no Decline button appears, 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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