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- Jul 5, 2024
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Hello, sorry for the long message. I have a client who is very conscientious about his calls and calls back his clients when they miss calls.
They have four phones in the office (two DECT phones and two desk phones) and one in the workshop (a Yealink DECT phone). For incoming calls, they want the call to ring first in the office, and then in the workshop if the office doesn't answer.
I initially created two call queues: one with the four office phones and a second, "destination if no answer" queue with all five phones.
Since they were bothered by missed calls being marked as "abandoned" and separate from the "all calls" list, I switched them to two call groups.
Now their problem is that when a call goes into the second call group, they receive a missed call notification even if the call was answered in the second group. And they can't see if the call was answered or not without physically checking the call log on each phone.
I just tested this scenario at our office with two call groups or two queues, but I still get a missed call notification if the call is routed to the "destination if no answer" option.
So I'm wondering what the best solution is in these cases? The client would like to see the call logs of other users and no longer receive missed call notifications if the call was answered.
I could use a queue with everyone in it, using a "hunt by three prioritized" strategy, but then we'll run into the problem of abandoned calls, which are in a separate list. And the "hunt by three prioritized" strategy doesn't exist in groups. So I'm not sure what to tell them?
They have four phones in the office (two DECT phones and two desk phones) and one in the workshop (a Yealink DECT phone). For incoming calls, they want the call to ring first in the office, and then in the workshop if the office doesn't answer.
I initially created two call queues: one with the four office phones and a second, "destination if no answer" queue with all five phones.
Since they were bothered by missed calls being marked as "abandoned" and separate from the "all calls" list, I switched them to two call groups.
Now their problem is that when a call goes into the second call group, they receive a missed call notification even if the call was answered in the second group. And they can't see if the call was answered or not without physically checking the call log on each phone.
I just tested this scenario at our office with two call groups or two queues, but I still get a missed call notification if the call is routed to the "destination if no answer" option.
So I'm wondering what the best solution is in these cases? The client would like to see the call logs of other users and no longer receive missed call notifications if the call was answered.
I could use a queue with everyone in it, using a "hunt by three prioritized" strategy, but then we'll run into the problem of abandoned calls, which are in a separate list. And the "hunt by three prioritized" strategy doesn't exist in groups. So I'm not sure what to tell them?
