The call that you as an operator have placed in a colleague’s personal queue is automatically requeued into your personal queue or the queue you are using for operators if
- the call has been delivered but the recipient has not answered within a reasonable time,
- the call has been queuing longer than the time configured in a system parameter,
- the call has been delivered but the selected extension had turned busy,
- the accepting agent had logged out.
When a call has come back after having been placed in another agent’s personal queue you can, in the call information at the top of Unifinder see the reason why the call has returned to the operator’s queue.
For telephone numbers connected to people found in a UC system or address book, so-called User Extensions, Telia ACE cannot always detect whether an extension is ready or busy. Consequently it may happen that an operator routes an incoming call to a busy extension. Even a known ready extension may have become busy before the call is delivered.
Unanswered calls sooner or later always come back as recalls, but with a system parameter you can have these types of unanswered calls to directly bounce back a first time. As an operator you can in this way quickly inform the customer that the extension is busy, and, if the customer accepts to wait, queue to the same extension again, or take some other action. If you have become busy when the direct recall returns, the call is queued in your personal queue.
At a recall for calls that have been queued to a User extension the person is automatically found and the number the call was queue to is already selected in the list of telephone numbers.