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
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