You who handle incoming calls and/or callback calls from more than one waiting list can pick your contacts from a Merged waiting list, showing all contacts in one single list.
Open the Merged waiting listsupport function via the Functions menu. Any earlier opened waiting lists for incoming calls and/or callback will then be closed, and all contacts will instead be selectable in the Merged waiting list. If you click on a waiting list for e.g. incoming calls or 
callback in the queue status window, the Merged waiting list support function will get focus.
As in an ordinary waiting list, you can sort the content etc. The only difference is that the layout is pre set, i.e. cannot be altered via ACE Admin.
This is what you will see in the Merged waiting list:
- The media icon, such as or , followed by the name of the waiting list
- The telephone number calling, or to call
- For callback, the time when the call should be made and the priority
- For incoming calls, the queue time and any identification
- Task type and any comment
The contacts gathered in the Merged waiting list depends on which services and waiting lists you are logged in on. It will change
- if you select another work level, no longer including the service for e.g. incoming calls or callback. See Basics about custom work levels.
- when you log in on or out from a specific waiting list. See Login to specific queues.
- if you are is logged in on or out from a specific waiting list by the coach, via ACE Pulse. See Queue details - Workforce tab.