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You can only configure an agent decline breakout in an ACD applet in longest waiting—skills based—mode.

To configure an Agent Decline Breakout, perform the following steps:

  1. Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information about creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.

  2. Ensure that Behaviour Type in the Routing section is Longest Waiting. UCD only sections are unavailable.

  3. In the Agent Decline Breakout section, specify the applet that NewVoiceMedia must route the call to if an agent clicks to decline the call. In the Agent Decline Breakout Applet list, click the name of the target applet.

  4. Continue to configure the applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  5. To save your changes, click Update.

Now, if an agent declines a call in their personal queue, NewVoiceMedia routes call to the applet in the Agent Decline Breakout Applet list. For information about personal queues, see Personal queues.



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