When an incoming call is not answered by agents at the end, the system will return to this incoming call immediately when the agent becomes available.

It is important to note that if you have configured in IVR settings or in the phone number settings in the system that the system will reset the assignment to agents for an incoming call, the system will call back to the customer who was not answered when any agent logs into the system.

If the settings are default settings, and there is an assignment between the customer who just called the system and did not receive an answer, the system will only call back to the customer who was not answered when the agent handling them returns to the system.