Bunch of lost call in queue in event log

[geninfuser]

We recently inherited a 3cx phone system with our client. The partner that setup and maintained the system went out of business. The client is a multi location retail store, and has all their store main numbers go to a store specific queue.

The queues are setup to ring all agents and max timeout for each caller is 30 seconds. if call is unanswered it goes to a ring group with those same extensions with a ring-all strategy. If it is still unanswered, it goes to their warehouse ring group with ring all strategy.

Is there some thing that stands out? Is there a better strategy we can implement to reduce the lost calls?

 

[Panayiotis_3CX]

Hello @geninfuser,

I would recommend setting up an IVR that includes selection of department. There is also the option to select an extension (if known) or even call by name. This will ensure that each call is transferred to the correct destination. You can then set the forwarding rules of every department accordingly.

 

[geninfuser]

The way it is set up, all the numbers are on a PRI but the stores are in different geographic locations. And each store has its own DID on the PRI that is set to only ring to the extensions in that store. The warehouse is kind of the central location where the calls are sent as backup if it is not answered on the phones at the store.

I am not sure if making an IVR would be acceptable to the client, as their goal is less machine and more personal interaction.

 

[JonnyM]

I'm unsure what you're asking - if the issue is people not answering ringing phones then you either have a problem with not enough staff, or a management issue. If you don't want calls to go to voicemail or sit in a queue or ring endlessly then you need to transfer them to a person at some point.