See all calls for queue

[stechtn]

I'm the system owner and I have all permissions for all departments. We have a Digital Reception, they choose options 1 is the support queue. the support queue department is DEFAULT department. I have every permission in that department.

I cannot see, in my softphone app nor the web interface, all the calls for a queue. I can only see the calls i've answered or have been transferred. Is the only place to see all calls for a department or queue under Reports > Call Log?

 

[Alphabetic]

Have you made yourself a supervisor of this queue?

when you go to the "View" tab of your extension, do you have the correct permission for the default dept?

 

[stechtn]

Have you made yourself a supervisor of this queue?

when you go to the "View" tab of your extension, do you have the correct permission for the default dept?

I have every permission for the department. My role is System Owner in the DEFAULT dept. below is a screen shot of my permissions in it from the view tab.



My employees also have "Show My Calls" and "See Calls" permission for the department as well.
The call path is Outside-> 803 Digital Receptionist > option 1 > 808 Support Queue.
803 and 808 are both set to the default department.

 

[paulodagraca]

Hello stechtn,

I do think that Alphabetic, was asking to add yourself as Supervisor in the queue.




Paulo

 

[stechtn]

Hello stechtn,

I do think that Alphabetic, was asking to add yourself as Supervisor in the queue.


View attachment 51366

Paulo

Yes, i'm listed as a supervisor.

 

[paulodagraca]

Hello stechtn,

If you are a supervsor of a queue, you should be seing ALL the queue information... that is the whole point of being a supervisor of a queue.
There is something really wrong if that does not work, and i am not sure where to start trying to fix that.
However a reboot is always a good start, could you try that ??

Paulo

 

[stechtn]

Hello stechtn,

If you are a supervsor of a queue, you should be seing ALL the queue information... that is the whole point of being a supervisor of a queue.
There is something really wrong if that does not work, and i am not sure where to start trying to fix that.
However a reboot is always a good start, could you try that ??

Paulo

I'm looking at the call history in the app and web app. Any phone system I've been a part of I could see queue calls, regardless of who answered. For the queue, I can only see the calls I answer. I'm trying to figure out how anyone in the queue can see ALL calls that have come into the queue. I may not have described the problem correctly. I can see calls i've placed as well, that's not an issue. I'm only concerned with calls that come into the queue.

 

[Alphabetic]

You can view call log history via call reports.

You cant see group calls from your own call log so your best option is to "Show call recordings" from your extension and view the queue calls via "Recordings" page in the client. This is the best way and if you have it enabled, you'll see summary and transcriptions too. And with the new GUI, it looks really F good.

 

[stechtn]

Not the answer I hoped for. Thank you both for your responses. @Alphabetic @paulodagraca