This article describes how to accept and decline calls in Contact Center.

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Add-on Contact Center

Summary: ◀▼

Learn how to accept, automatically accept, or decline incoming calls in Contact Center. You need a supported browser and the right agent status to receive calls, and call notifications can show caller details, queue info, ticket summaries, or custom summaries. Accepting a call can start recording and create a ticket, while declining sends the call back to the queue or next available agent.

This article describes how to accept and decline calls in Contact Center.

You must use a supported browser and, if you want your operating system to notify you of incoming calls, configure your browser for notifications.

This article contains the following topics:

  • Setting your status for calls
  • Reviewing incoming call information
  • Accepting calls
  • Automatically accepting calls
  • Declining calls

Related articles:

  • Understanding how Contact Center calls become tickets

Setting your status for calls

To receive calls, you must set your status to a Zendesk status that maps to Available in Amazon Connect. The standard Zendesk status Transfer only isn't supported for Contact Center calls. For information about the Zendesk statuses and how to set your status, see Setting your agent status.

Tip: If you're an agent and don't know whether a given status maps to Available in Connect, ask your admin.

Reviewing incoming call information

When you get a call, its notification can show information to help you handle the interaction. Basic call details like the incoming number and calling queue come as default. Additionally, depending on what your admin configures, the notification can show a custom summary or a ticket summary and more call attributes.

Example of a custom summary in an incoming call notification:

Example of a ticket summary:

If Contact Center doesn't recognize the incoming number, the notification says: "This is a new customer with no previous tickets."

Accepting calls

To accept a call

  1. (Optional) Click Show details to view more information about the call.

    For more information, see Reviewing call details.
  2. Click Accept.

    When you accept the call, depending on your settings, Zendesk might begin recording the call and create a ticket. For details, see how calls become tickets. A counter shows the duration of the call.

    You can still show or hide the call details at this point.

  3. Click the close icon (X) to close the call notification and proceed with the call.

Automatically accepting calls

When admins configure agents to automatically accept calls, agents are presented with the same notification as in accepting calls but without an option to Decline. Also, shortly after receiving the notification the call is automatically accepted.

Declining calls

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.

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.

To decline a call

  1. (Optional) Click Show details to view more information about the call.

    For more information, see Reviewing call details.

  2. Click Decline to reject the call and put it back in the queue.
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