Accepting and declining calls in Contact Center

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<p id="docs-hc-snippet" style="display: none;">This article describes how to accept and decline calls in Contact Center.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Learn how to accept or decline Contact Center calls, set the right agent status, and use call details before answering. If you can’t take a call, decline it to send it to the next available agent and reduce customer wait time. You also need a supported browser and notifications turned on to get incoming call alerts.</p>
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<p class="p">This article describes how to accept and decline calls in Contact
Center.</p>
<p class="p">You must use a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10879034148890" target="_blank">supported browser</a> and, if you want your operating system to
notify you of incoming calls, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459091042970" target="_blank">configure your browser for notifications</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_x2h_42v_pjc__ul_vx5_k5w_pjc">
<li class="li"><a class="xref" href="#set-status">Setting your status for calls</a></li>
<li class="li"><a class="xref" href="#accept">Accepting calls</a></li>
<li class="li"><a class="xref" href="#accept-auto">Automatically accepting calls</a></li>
<li class="li"><a class="xref" href="#decline">Declining calls</a></li>
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<p class="p">Related articles:</p>
<ul class="ul" id="topic_x2h_42v_pjc__ul_h53_qws_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10912570849050" target="_blank">Understanding how Contact Center calls become
tickets</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="set-status">
<h2 class="title topictitle2" id="ariaid-title2">Setting your status for calls</h2>
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<p class="p">To receive calls, you must set your status to a Zendesk status that maps to Available
in Amazon Connect. The standard Zendesk status <strong class="ph b">Transfer only</strong> isn't supported
for Contact Center calls. For information about the Zendesk statuses and how to set
your status, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status</a>.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're an agent and don't know whether a given status maps to
Available in Connect, ask your admin.</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="accept">
<h2 class="title topictitle2" id="ariaid-title3">Accepting calls</h2>
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<p class="p"><strong class="ph b">To accept a call</strong></p>
<ol class="ol" id="accept__ol_cmv_k3v_pjc">
<li class="li">(Optional) Click <strong class="ph b">Show details</strong> to view any associated information.<p class="p">The
information comes from the contact flow and its contact
attributes.</p>
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<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="accept__table_c3s_hqw_pjc" rules="none" summary="">
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<img class="image" id="accept__image_jsc_zmv_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_calls_incoming_details_show.png" width="300"><img class="image" id="accept__image_dmg_cqw_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_calls_incoming_details_hide.png" width="300">
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<li class="li">Click <strong class="ph b">Accept</strong>.<p class="p">When you accept the call, depending on your settings,
Zendesk might begin recording the call and create a ticket. For details, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10912570849050" target="_blank">how calls become tickets</a>. A
counter shows the duration of the call.</p>
<p class="p">You can still show or hide the
call details at this point.</p>
</li>
<li class="li">Click the close icon (X) to close the call notification and proceed with the
call.<p class="p"><img class="image" id="accept__image_d5h_4tw_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_calls_notification_close.png" width="300"></p>
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</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="accept-auto">
<h2 class="title topictitle2" id="ariaid-title4">Automatically accepting calls</h2>
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<p class="p">When admins configure agents to automatically accept calls, agents are presented with
the same notification as in <a class="xref" href="#accept">accepting calls</a> but without an option to <strong class="ph b">Decline</strong>.
Also, shortly after receiving the notification the call is automatically
accepted.</p>
<p class="p"><img class="image" id="accept-auto__image_thf_ln5_tjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_calls_notification_autoaccept.png" width="300"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="decline">
<h2 class="title topictitle2" id="ariaid-title5">Declining calls</h2>
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<p class="p">Calls are automatically routed to the first available agent. If that agent doesn't
answer after a configurable amount of time, the call routes to the next available
agent.</p>
<p class="p">Don't wait for the allocated time to run out. Decline the call to send it straight to
the next available agent so customers wait less time.</p>
<p class="p"><strong class="ph b">To decline a call</strong></p>
<ol class="ol" id="decline__ol_ut2_mkv_pjc">
<li class="li">(Optional) Click <strong class="ph b">Show details</strong> to view any associated contact
attributes.</li>
<li class="li">Click <strong class="ph b">Decline</strong> to reject the call and put it back in the queue.</li>
</ol>
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