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If a system administrator determines that a given work item is a phantom and no longer corresponds to a real work item, the administrator can request that Siebel Universal Queuing abandon the work item.
For example, in some cases, a phone call may be abandoned on the phone switch, but may still exist in Siebel Universal Queuing. Such a work item may be assigned to an agent, but the agent may not be notified through the communications toolbar. After a timeout, the work item would then return to Siebel Universal Queuing, which puts the agent into auxwork mode and stops routing work items to the agent. The work item could later be reassigned all over again. Abandoning this phantom work item removes it from the queuing system.
For more information about alarms and errors, see Viewing Alarms and Errors.
|Siebel Universal Queuing Administration Guide|