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    Receiving Incoming Calls
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      Receiving Incoming Calls

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        Article summary

        When the Agent is available and receives a call, the softphone rings, and the Answer and Reject buttons appear. If the agent does not answer within 20 seconds (configured time in Amazon Connect) or declines the call, it is placed back in the Queue to wait for the next Available Agent. When another agent is available, the call control panel appears under the contact number.

        To answer the call, click the Answer button in the call control tab to answer or the Reject button to decline the call.

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