|Users, Groups, and Permissions / Working with Favor Frequently Called for Users and Departments|
The Frequently Called Feature for Departments feature takes several weeks of calling statistics to determine reliable calling patterns for departments.
You can disable or re-enable the Favor Frequently Called feature for departments on the System > Preferences page of the Administration Console.
The Frequently Called feature for departments works best when all the users, who you want in the frequently called department, are assigned to a department. However, users who are not assigned to a department (such as temporary visitors to a site), can use a special grammar file to aid in succenful implementation.