Abandoned Calls

[Heather@UKOakdoors]

Hi,

1,We have just had 3CX installed and I would like to know if there is an option for the abandoned calls to drop off when they have been called? if not then the agent has to remember to tick that they have called.

We are using the 3cx App and have it integrated with our CRM system V-tiger - We dial through the CRM

2, Is it possible to only show the calls that have not been answered in abandoned calls rather than ones that have been directed to one queue then diverted to another due to not being answered ?

Many thanks in advance

Heather

 

[VasilisV_3CX]

Hi @Heather@UKOakdoors,

1,We have just had 3CX installed and I would like to know if there is an option for the abandoned calls to drop off when they have been called? if not then the agent has to remember to tick that they have called.

I'm afraid that there isn't currently an automatic way to deal with these calls. If they dropped off after a call to the number, but the agent hadn't finished dealing with the caller in 1 call, it would become confusing. This is why we have the Dealing option.

2, Is it possible to only show the calls that have not been answered in abandoned calls rather than ones that have been directed to one queue then diverted to another due to not being answered ?

The system sees a call that left the first queue as abandoned, to the system, the call is abandoned and it doesn't discern the difference between a call that was forwarded on to another queue or one that was simply abandoned, therefore I'm afraid the answer here is no as well.