When Aircall agents receive a call and are unable to answer, there are two possibilities: they can either reject the call (by clicking on the red "hang up" button) or they can let it ring until the ringing time is completed.
Both options will end with the user not answering the call, but there will be a difference for call routing purposes: the possibility of receiving the same call again, or not, if the same user appears more than once in the call distribution of the number.
- If a call is rejected, the agent will not receive that same call again
- If the agent lets the call ring until it times out, they can receive it again
Example:
In the number displayed above, the same user ("Test User") appears twice in the call distribution - once at the very beginning of it, and again at the end, after two teams.
- For a call received on this number, if the call starts ringing to Test User in the first position (green arrow) and that user rejects the call with the red button, then the call will move to the next steps in the call distribution. If nobody within the "Support team" or "English Team" answers the call either, the call will reach the voicemail step and end, skipping the second instance of the Test User.
- If Test User instead simply does not answer, and lets the call ring for the stablished 30 seconds (instead of rejecting it), the call will ring for the same user again (blue arrow) after it has passed the two other teams.