| REQUIRED USER ROLE Administrator |
Prevent Agents from declining calls routed to them by hiding the Decline option from the notification banner.
Note that Agents can still miss a phone call if they don’t accept or decline it within the allotted time. Alternatively, Agents should go unavailable from the Voice Channel if they need to stop receiving incoming calls.
See Configure Voice Routing Settings and learn how to configure the Decline calls option.
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