Where does a call go when I press the Reject button on my Poly phone?

For internal or DID calls

The Reject button on a Poly phone is only visible while it is in the ringing state. If pressed, a direct call to the extension (internal or DID), will be directed to the destination set in the users Busy Call Forwarding rule. In most cases this will be Voicemail and the caller will then be allowed to leave a message

For Call Queue Calls

If the user is a member of a Call Queue then pressing the Reject button for a Call Queue call will route it to the next available agent. If there is no agent available the call will queue waiting for the next available agent. The agent pressing the Reject button is kept from receiving other queued, or new call Call Queue call, for the length of the Delay after not answering timer

For Ring Group Calls

If the user is a member of a Ring Group then the Reject button will behave differently based on the type of Ring Group

• Sequential RG:- When the user presses the Reject button their phone will stop ringing. All other members of the group will continue to ring
• Round Robin (Cyclic):- When the user presses the Reject button the call will route to the next member in the Ring Group. If you have Notify members even if busy disabled for the Ring Group, and there are no other members available, pressing the Reject button will route the call to the Call Forwarding Rules destination assigned to When no one in ring group answers
• Sequential (Cyclic repetitive):- If the user is the last member of the group and presses the Reject button the call will route to the Call Forwarding Rules destination assigned for When no one in ring group answers. If the user is higher in the group, pressing the Reject button will send the call to the next user down in the group. If all users below that user are busy and the Notify members even if busy is not enabled, then the call will route to the Call Forwarding Rules destination assigned to When no one in ring group answers

For Contact Center Agent calls

If the user is a Contact Center agent and presses the Reject button for a Contact Center call then the call is treated much the same way as any internal or DID call. The Contact Center call will be routed to the destination set in the users Busy Call Forwarding rule. Note: If the users Busy destination is set to reject calls, and the agent presses the Reject button, then a Contact Center call will be pulled back into the queue for the next available agent and the agent placed into the Work Offline mode.