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Longest Idle Time

Jordan W.
  • Updated

With the Longest Idle Time ringing rule, calls will be routed to the Aircall user who has been Available for the longest amount of time with no calls. This ringing rule applies when calling users in a team.

 

Ringing rules can be set for teams in the Call Distribution tab for a Classic number.

 

As an example, let’s imagine we have Team A with 2 users:

 

  • A call rings to Team A

  • Team A is set with the Longest Idle Time ringing rule

  • Ringing time is set to 2 minutes

  • Team A has User 1 and User 2

  • User 1 has been available for 1 minute

  • User 2 has been available for 30 seconds

In this example, the call will ring first to User 1, as User 1 has been idle for the longest amount of time. If User 1 does not answer, then User 2 will ring for the custom duration set up for this user.

 

Some more examples:

 

Scenario

Result

The first user declines the call

The next Available user with the longest idle time (time spent Available without a call) will ring.

Some users are Busy

The Available user with the longest idle time will ring.

All Available users do not answer or decline the call

If there are users Busy, the call will wait for the full ringing time, or until another user becomes available. Then, the call will skip to the next team or user in the call distribution if no one has answered still.

Some users are Offline or set to Unavailable

The Available user with the longest idle time will ring. If no users are available, or if all Available users do not answer, the call will wait for any users that are Busy. If no users are Busy, the call will not wait for users that are Offline or set to Unavailable, and will instead move to the next team or user in the call distribution.


When Does the Idle Time Reset?

  • The idle time will reset each time a call ends, wrap-up time ends, or mandatory tagging has been completed.

  • The idle time will also reset each time a user becomes available again after being set to Unavailable or being Offline.

  • When an agent activates the “forward call to an external number” feature, the time displayed in the Live Feed is refreshed, but the idle time is not reset.

  • When an agent is connected to both the Aircall Mobile app and the Desktop or Web app, if the agent logs out from the Desktop or Web app, the time displayed in the Live Feed will reset, but not the idle time of the agent.

  • When an agent is logged in to multiple applications, changing their status to unavailable resets both the idle time and the time displayed in the Live Feed.

The idle time will not reset after a user misses or declines a call.

 

Individual Longest Idle Times

  • In order to have different times set for each user, one must assign the user individually in the call distribution. This will allow you to set the ring time per user as this cannot be done directly via the user section.

  • If all users should be rung an equal amount of time, the minimum time will be 25 seconds and the ring rule time for the team must be set accordingly, for example:

    • [NUMBER OF USERS IN TEAM] * [25 SECONDS]

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