Shared call logs/history for queues

[biggreyphone]

I have been using a hosted 3CX Professional system for several years. I had been using a ring group for incoming calls to 3 users but just made the switch a few days ago to a Queue for incoming calls for better tracking features and easier ability for other people to log themselves in and out of the queue.

I was just notified that my staff is not seeing all incoming calls in their call tab. I assume they were seeing all incoming calls when they were in a ring group but now are they only seeing calls they pick up when using a Queue?

How do I let these 3 receptionist see history of all incoming calls whether or not they answered them or not

 

[NicholasP_3CX]

The way the call queues handle the call history is a bit different to the Ring Groups

With a Ring Group the group will leave a missed call for all calls not answered by them, even if it was answered by someone else further down.

In a call queue the system will leave an ABANDONED call log in the web client section for abandoned calls.



It will not leave a missed call individually for each person, nor will this show on any IP Phones call logs, just in the web client.

 

[biggreyphone]

Thanks for the explanation.

With call queues, is there a way for missed calls to be listed for all calls not answered by them, even if answered by someone else in the queue? Other users will sometimes want to look up a phone number they need to call back where someone else answered.

If not available, maybe 3cx could create an option to change this in call history for users, more like the Ring Group.