Why not an unattended transfer to the queue itself, or a different queue? l.
2011/1/10 Olivier <oza_4...@yahoo.fr> > Hi, > > For a call center, I'm studying how I can offer agents the ability to > reject an incoming call using a custom application. > As you can guess, in this case, rejecting a call means "let another agent > answer this call" (it > doesn't mean "end this call"). > > The only way I could imagine for this to happen, would be to redirect the > caller to a conference room, then hangup > the agent call leg and then redirect the caller back to the appropriate > queue, hoping the caller wouldn't be once again > forwarded to the busy agent. > > Which way to implement this would you suggest or recommend ? > > Regards > -- Loway - home of QueueMetrics - http://queuemetrics.com
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