Call Queue - Ability to turn off missed call tagging
We use handsets and also link to our CRM Pipedrive. We have 3 handsets each with their own user/extension. All phones are on simultaneous ring. If someone else picks up the phone, my handset and CRM show that I missed a call. It'd be great if we had to ability to turn off missed call tagging. Even if we miss a call it rolls over to our answering service so the missed call tagging just creates confusion and frustration that I have to clear the notifications on my handset and CRM everytime someone calls.
Brian
shared this idea
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Vance
commented
This is so frustrating!!!! Hopefully the solution is coming soon....
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Carol Johnson
commented
When one call queue member answered the call, the other members shows as missed calls. the infomation who answer the call should be indicated on the app.
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Richard Dean Espiritu
commented
When one call queue member answered the call, the other members shows as missed calls. the infomation who answer the call should be indicated on the app.
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Mark
commented
calls that was answered on Call Queue that is set up to Simultaneous should not be tagged as Missed if the call was answered.
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Office Upstairs Only
commented
if you have 2 extensions in a call queue (eg ext1 and ext2) if ext1 answers a incoming call then that same call is shown as missed on ext2 even though it was answered by another member of the call queue. Can you stop it showing as missed call on other members devices?
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Mark
commented
If a caller abandons a call before the call is connected to either a physical phone or app, there should be an option to not report this as a missed call.We have missed call alerts from clients that simply hang up before the call connects. Calls never ring internally but show as missed. It makes it look like someone isn't doing their job effectively by not picking up a call, when in fact it never rang. It should be easy to classify a missed call as a call over a certain number of seconds. A 1, 2 or 3 second call isn't missed, it's dropped.
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Jan
commented
The performance report took abandoned and missed calls into account and lumped them into the #abandoned category. There should be a separate column for missed calls. Missed calls are calls answered by a call queue then transferred to an agent, then the caller hangs up prior to an agent answering the call. The 1st call queue gets the negative metric against them despite answering the call, the missed or abandoned occured during transfer.
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Blaise Emmanuel
commented
Call queue members see call history as Missed call when someone else picks up.Other members of call queue who did not pick up Incoming call wants to see who picked up the call and not rather have it show as a missed call.
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Juan Rubio
commented
Customer noticed that when users are part of a call queue, missed queue calls are no different than missed direct calls. The customer had the following comments, "calls that get answered by agent A get listed as missed calls on agents B and C missed call notice in the app and don't display as being call queue calls, making the missed call list pretty useless for those in a queue. The best option would be to not show them as missed but show them as picked up in Agents B and C list, but if that can’t happen then at least mark the call Queue misses different from normal calls so people know when a missed call was direct to them vs a call queue call".
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1034 - Jamie
commented
The RingCentral Phone app has the ability to turn "Accept call queue calls" on/off. It would be nice to have this option in the new app so we don't have to use two different apps.