Recently it was brought to my attention from an employee that they saw an incoming forwarded call but didnt answer cause they were busy. However, later when they tried to find that missed call, it was nowhere to be found in the call history. I tried replicating the issue with my own extension and turns out that if a call is answered initially from a queue and then forwarded to another extension, that final extension will not have the call in the call history and this is a big issue, especially for missed call since now we have no record if the call was "abandoned", answered or not etc.
Steps to replicate
1-- call the main line/call queue and have the call answered from a call queue agent.
2-- forward the call to another extension (not a queue or anything else)
3-- do not reply or have the caller hang up
is this by design? and if yes how can we workaround it as this can cause many problems in lost calls and never know about it.
Steps to replicate
1-- call the main line/call queue and have the call answered from a call queue agent.
2-- forward the call to another extension (not a queue or anything else)
3-- do not reply or have the caller hang up
is this by design? and if yes how can we workaround it as this can cause many problems in lost calls and never know about it.
