B.1 Use case particularities with parallel call distribution
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Use case: In a queue, call distribution is used in parallel and the probability is high that users are not available (e. g. not in place or few users), although they are technically available for calls in VisualGroups (VisualGroups status).
Default behaviour: If the maximum ringing time of a call is exceeded, the call is put to the last position in the queue. If a new call comes in in the meantime, the original but newly queued call would take 2nd place in the queue.
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To prevent calls in this use case from being routed according to the principle of the longest waiting caller, proceed as follows:
This setting should be made by a partner or via support.
The newly queued call will no longer be placed at the end of the queue. This also ensures that the caller who has been waiting the longest is dealt with first.