We are running Version 20 Build 6 Hosted. We have a few users who have experienced call quality issues so we keep the "monitor connection quality" on those extensions so I can review any problem calls they have. We also have a Queue that is active during lunchtime so the receptionist can take a lunch. Yesterday I noticed that a call that was routed through the queue to one of those users does not allow me to view the connection quality. The option is greyed out when I look at the call report for the call.
The outside call started at reception (a monitored extension), was sent to the queue, picked up by another extension (not monitored) and then transferred to the final extension (a monitored extension). The only part of that call chain that was monitored was the call from the unmonitored extension to the final extension before the transfer took place.
Does anyone know if this is expected behavior for call Queue and connection quality monitoring?
The outside call started at reception (a monitored extension), was sent to the queue, picked up by another extension (not monitored) and then transferred to the final extension (a monitored extension). The only part of that call chain that was monitored was the call from the unmonitored extension to the final extension before the transfer took place.
Does anyone know if this is expected behavior for call Queue and connection quality monitoring?
