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Status Under review
Created by Mark Huber
Created on May 20, 2022

Send to Voicemail option for incoming calls from queue

We'd like to provide an option for users to send an incoming call to voicemail when the call is originating from a call queue. Currently, there is an option to Answer, Reject or Ignore. But, if there is not another agent working, the caller has to wait the entire wait time until going to voicemail. In addition, if the other phones are audibly ringing nearby, it can be distracting for the user engaged in a call or doing other work.