Having an option to display the source call queue
When a call initially comes into a call queue group and is not answered, it may be forwarded to another call queue group based on the configured call handling rules. In these situations, we would like the receiving queue to be able to identify which call queue group the call originally came from.
At the moment, the display information does not indicate the originating call queue when the call is forwarded between queues. Having an option to display the source call queue would help users understand the call flow and respond more efficiently.
We hope that additional display options can be considered in the future to include the originating call queue information when calls are forwarded between call queue groups.
Jennifer
shared this idea
-
Marissa
commented
this is critical
-
Heather
commented
This feature is important to our firm for monitoring and managing call flow.