Longest Idle Time

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.

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.

⚠️ Please note that Users in a Team, by default, will ring for 25 seconds each. The ring time set for Longest Idle represents the total amount of time the call will ring to the Team, but each User will only ring for 25 seconds, or the Ringing time per user set, before moving to the next User. If all users have been individually rung, and no one has answered, before the maximum ringing time, then the call will move to the next item in the distribution. Calls will not be looped back to Available agents, and if a User fails to answer a call, that same call will not be routed to them again while waiting for someone else on the team to answer.

Some more examples:

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 Users 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. Please note that if Users are added individually, calls will be routed to each in the order they are set in the distribution, instead of by Longest Idle time.

• If all Users should be rung an equal amount of time, please make sure that the ring time set for Longest Idle is divisible by the either 25 seconds, or the Ringing time per user set. Users in a Team will be rung for 25 seconds each by default, or for the Ringing time per user in Smartflow distributions. For example, if you are using the old routing (25 second default) or Smartflows with a per User ringing time of 25 seconds:

  • Ring Time should =

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

  • If a Team of 3 Users is set with a Longest Idle ring time of 50 seconds -> One User will ring for 25 seconds, then a second User will ring for 25 seconds if the call is not answered, then the call will move to the next item in the distribution if the call is still not answered.
  • If a Team of 3 Users is set with a Longest Idle ring time of 60 seconds -> One User will ring for 25 seconds, then a second User will ring for 25 seconds if the call is not answered, then the call will ring the third User for only 10 seconds (the remaining time of the set ring time), and then will move to the next item in the distribution if the call is still not answered.