If personal queues are enabled and configured for your account, you have a personal queue. Your personal queue contains interactions that NewVoiceMedia has routed to you individually, rather than to a group of agents. For information about personal queues in ContactPad, see Personal queues in ContactPad.
Calls in your personal queue appear in the queue panel in ContactPad.
How do I decline a call in my personal queue?
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 Decline button appears alongside the personal call.
If the Decline button does not appear, you must configure an Agent Decline Breakout. For information about configuring an Agent Decline Breakout, see Setting up personal queues.
To decline the call, click Decline. After you click Decline, click Confirm to confirm the action.
When you confirm that you want to decline the call, NewVoiceMedia routes the call as configured for your account, for example, to a VoiceMail applet.
