In my daily worklife i frequently experience missed calls", which are not acutally missed. It is then hard to differ between calls, that i should call back or not. Often i end up with a customer on the other end, that had his Problem already solved with one of my co-workers (but then, sometimes, they still cost me a few minutes, because some people just like to talk much... :roll: ) From my experience those "false positives" are often created by calls: - that are successfully forwarded (to my gsm) - which where successfully picked up after x tries - which where hanged up after 1-2 seconds ("not serious call") - which where picked up by a co-worker after the customer tried another extension Solution(s): 1. Make successfully connected forwarded calls not a missed call. Forwarded calls, which where not connected, should, of course, still be shown as "missed". 2. Gather missed calls from the same number and just add a number count to it, at least when they happen within a specific amount of time (e.g. 15 minutes). 3. While within this "retry threshold", retried calls (even when customers try another extension) should be marked as "dealt with" (or be deleted from missed calls), if they successfully connect.