When a call is in progress, Infinity places the call into a list so it can keep track of which records are in use at any one time. This helps to prevent a call from being given to two agents at the same time. Occasionally, however, calls can become “stuck” in this list.
|
Example: If an agent tries to open a record which is in use, he may be prompted with the following error: "0000108: Locked error message (the record is in use re-check in 5 seconds)". He should then ask his supervisor to open the Locked Records screen and clear the corresponding lead. |
The Locked Records editor allows the "stuck" records to be seen and released, if required.
To access the Locked Records editor, select the following menu options:
The Locked Records editor will now appear on an editing tab.
The left-hand side of the screen contains a panel showing two counts:
- Count of Records in Use: The number of records in the list
- Count of Probable Errors: The number of records that probably shouldn’t be in there
The right-hand side of the screen contains the detailed list of the records. Double-clicking one of these records navigates you to the Lead View screen, which shows all the contact data that are related to the call.
The following actions are available:
- Clear All (button): Removes ALL of the records from the In Use list.
- Clear (button): Removes just those records that have been in the list for over an hour.