Auto Answer Feature on IP Communicator/CUCM 10.5

[Matthew Maher]

If an agent has AA enabled and then walks away from their desk, what happens to the call if it is not answered?

Does it go back in queue?

If so, where does it go in the queue-first, last, to the next available agent?

[Deepak Rawat]

Yes the call goes back into the queue and will remain its spot (still first) and hence will be delivered to the next available agent.

Regards

Deepak

[Mohammed al Baqari]

In fact the call doesn't go back and forth between queue and agents. Once the agent is allocated, the call will be transferred to the agent1. In case no-answer timeout reached the call will be sent to the next agent and this will continue until the call times out or forwarded to final destination (if configured)