Block repeated incoming calls within X hours?

[uptime1]

A very busy office is often inundated with repeated inbound calls from the same callers who leave a message in the main voicemail, hang up, call back again, and select another DR option to reach a different extension, rinse/repeat multiple times. All this results in multiple staff calling back the caller in a huge waste of time, creating aggravation for everyone.

Is it possible to track for multiple incoming calls from the same phone numbers, especially if they've already left a voicemail, over the past X hours and send that caller to a DR or ext?

Thanks!

 

[leejor]

Not "out of the box" but someone may have an Add-on that could work. It would have to collect caller ID, then act if the same caller ID appeared again, within a given time, however this could happen for a number of reasons, and would probably affect more callers than intended.

Obviously these callers are becoming frustrated that they are not able to reach a human, and try again until they are able. Personally, i can understand that as i too hate continually reaching voicemail and would rather call back until I can talk to someone. I would not make calls to different people however.
If this is happening as often as you suggest it is, from different callers, perhaps you need to re-think how your phones are answered, and either have more staff to actually take a call, or re-design call routing, to limit the voicemail boxes those callers can access easily.

 

[Evolute IT]

These kind of "tracking the customer calls" is usually the job of the CRM.

That being said, a CFD could probably do something about it. Like keeping a internal log of calls and clear it every 24h or so. When a person calls a second time, you can route them to the CFD and either tell them to wait or something like that.