> For the complete documentation index, see [llms.txt](https://docs.videsk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.videsk.io/es-console/en-llamada/contestar-rechazar.md).

# Contestar/Rechazar

Aprenderás como contestar una llamada y diferenciar desde dónde proviene. Actualmente, existen dos opciones Contestar <img src="/files/sgScHaFQeIeOEz1GpHwL" alt="" data-size="line"> y Rechazar <img src="/files/PGZIh8PdaKDfQdDZZwcK" alt="" data-size="line">.

{% embed url="<https://www.loom.com/share/5af0f0690e0b4597af01a4cda67448b0>" %}

## Rechazar

En el caso de Rechazar <img src="/files/PGZIh8PdaKDfQdDZZwcK" alt="" data-size="line"> una llamada, el comportamiento podría variar dependiendo de la configuración de tus administradores. A continuación te explicamos los comportamientos:

### 1. Rechazar (modo normal)

Este modo es el por defecto, el cual simplemente quita de la fila al cliente, cancelando el llamado.

### 2. Rechazar (modo ocupado)

Este modo permite que puedas rechazar un llamado sin quitar al cliente de la fila, permitiendo que otro agente pueda tomar el llamado. Esto significa que buscaremos al siguiente ejecutivo disponible (conectado y sin llamada).

{% hint style="info" %}
Si solo tú estás conectado (1 agente) podría generar un bucle o círculo vicioso, donde al rechazar la llamada nuevamente cae en tu mismo usuario.
{% endhint %}


---

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