Solved Reporting - Call Reports showing Not registered

[TKBen]

Hello All,

I am hoping someone can help me here.

We have recently changed how our inbound call routing occurs on our main phone line.
The process as it goes:

• Call Queue for 24 seconds and Rings All, if not answered then to
• Ring Group called Overflow 1 and Rings All for 15 seconds, then if not answered to
• Ring Group called Overflow 2 and Rings All for 15 seconds, then if not answered to
• Ring Group called Overflow 2.1 and Rings All for 15 seconds, then if not answered it goes back to
• Ring Group called Overflow 2 in a loop.

We have purposefully done a loop between RG Overflow 2 and RG Overflow 2.1 to ensure the call is ringing at the maximum number of extensions until answered.

The issue we are seeing is that some calls are going through each of the steps, but once reaching RG Overflow 2.1 and not being answered, the call just ends.

This is not happening with every call. I have tested with my own personal phone and it goes into the loop as intended.

What does the Not registered reason mean?
How do I stop calls ending due to being Not registered?
Is there a better way to set this up? Please bear in mind we are on a Professional License, so Skill Based Routing is not available. Enterprise licensing is outside of our companies price range.

We have a team of staff in the Call Queue that are scheduled to be answering calls. If the call is not answered during this time, it goes to the RG Overflow 1, which includes the team in the Call Queue and some additional staff. RG Overflow 2 and 2.1 have the RG Overflow 1 staff, plus additional staff.
RG Overflow 2.1 was created as Ring Groups would not allow a loop from RG Overflow 2 back onto itself.

 

[OlegR_3CX]

Hi there.

So the issue there and the reason why it shows "Not registered" is because of your loop, and destination if no answer is to the same group from where it came that has no agent ready to take the call.

It may be better to use Queue and have one Web client/PWA registered there so that it can ring and the caller will be standing by, or maybe if you know that this call will not be answered, you can send the call to the IVR informing the caller that no one is available and in the IVR end call.
Keep in mind that this can cause a lot of records in the report, especially if you have many calls.

 

[TKBen]

Thank you for the information.

 

[OlegR_3CX]

@TKBen You are always welcome.
I will close this thread as there is nothing else to add here.
Have a great day too.