For Calls

When an agent transfers a call, this agent becomes a preferred agent and if the transferred call is not answered within the waiting time, the call is returned to the agent even if the agent is not ready.
  1. Depending on whether you want to define the waiting time for all calls in your system or for a specific queue, go to
    • System Configurator > System Management > Channels > Voice Channel > Contact Management


      or

    • System Configurator > Queue Management > Queues > [phone queue] > Contact Management


  2. Define the waiting time.
Setting Description
Max. Waiting Time for Preferred Agent

The default value is 10 seconds.

For example, the preferred agent can be the last agent who answered the call. This is useful when a blind transfer fails and the call comes back to the queue. Then the system tries to reallocate the call to the same agent if the agent is potentially available:

  • Logged in and not logging out

  • Serving in the queue

  • No absence type profile active

  • No ongoing outbound campaign call

  • Not being offered another conversation (allocated but not yet accepted)

  • Have another connected conversation or the agent's status is Not Ready

In the hunt group mode, another agent is still able to take the call before this time has elapsed.

Note that the function works only in a call transfer during one call event.

If you want to route a call to the same agent who answered the call earlier, you need a silent IVR that searches the previous calls from the monitoring database. For more information, see Routing a Conversation to the Same Agent in Operation Guide.